Complaints & safeguarding

Your voice matters

We want everyone to feel comfortable raising a concern, knowing they will be listened to and treated with respect.

Raising a concern or complaint

At Evara Care, we want everyone to feel comfortable raising concerns or complaints, knowing they will be listened to and treated with respect. Clients, family members or representatives can raise a concern by telephone, email or in person.

What happens next

  1. We will acknowledge your complaint within 3 working days.
  2. We aim to investigate and give you a full response within 10 working days, and we'll keep you informed if we need more time.
  3. We will carefully review what happened, gather the relevant information, speak with those involved where appropriate and identify any actions needed to put things right.
  4. We will explain our findings and any improvements or changes we've made, record the complaint and its outcome, and monitor any actions to help prevent the same issue happening again.

All complaints are handled fairly and confidentially, and raising a concern will never affect the quality of care a client receives. We see feedback as an important opportunity to learn, improve and make sure every person receives compassionate, safe and high-quality care.

Safeguarding

Rebecca Mercato, founder of Evara Care, is our Safeguarding Lead. She is responsible for making sure that any safeguarding concerns are recognised, recorded, reported and acted on promptly and appropriately, that our safeguarding policies and procedures are followed, and that the safety, dignity and wellbeing of every client remain a priority.

As Evara Care grows, we may appoint a suitably qualified and experienced person to take on this role, so that our safeguarding arrangements stay effective and right for the size and needs of the service.

If you are worried about someone's safety, please contact us straight away. If someone is in immediate danger, call 999.