Complaints procedure
If something has gone wrong, we want to know about it early, while it is still easy to put right.
To make a complaint, contact us on 07539 535098 or email orders@earnestcare.co.uk. We acknowledge every complaint within three working days and respond fully within twenty working days. If you are not satisfied with our response, you can escalate to Ofsted (childcare), the Care Quality Commission (care) or the Local Government and Social Care Ombudsman.
How the process works
Tell us - informally first if you prefer
Most concerns are resolved within a day or two by speaking to your coordinator. You do not need to make a formal complaint to be taken seriously.
Formal complaint
By phone, email to orders@earnestcare.co.uk or in writing. Tell us what happened, when, and what you would like to see done about it.
Acknowledgement within three working days
You will be told who is investigating and roughly how long it will take.
Full response within twenty working days
In writing, setting out what we found, what we are doing about it and how to escalate if you are not satisfied.
Escalating beyond us
You are entitled to go to a regulator at any point, including before or instead of complaining to us. We will never discourage you from doing so.
- Childcare concerns - Ofsted has a duty to investigate concerns about registered childcare providers
- Care concerns - the Care Quality Commission monitors registered care providers. The CQC does not resolve individual complaints but uses them in its assessment of providers
- Unresolved complaints - the Local Government and Social Care Ombudsman handles adult social care complaints, including about private providers, once the provider's own process is exhausted
- Safeguarding - contact your local authority safeguarding team directly, or 999 if someone is in immediate danger
Let's talk about what your family needs
A short, no-pressure conversation is usually all it takes to work out the right kind of support. We will be honest with you if we are not the right fit.