Complaint & Complement

Please tell us what you think of our services

Solutions Embassy delivers care and support underpinned by our Vision ‘People with individual needs living the lives they choose’, our Values and our Mission Statements.

We are committed to providing high quality services.  We aim to provide a responsive, customer focused service by listening to the views and wishes of the people we support and their circle of support.

Solutions Embassy is aimed to improve the quality and consistency of care provision across the country. The statement offers a simple bulleted guide for each stage of the complaints process.

How to help us actively listen to you

  1. How to make a comment, compliment or complaint

The first thing to do is let us know what’s happened.  You can:

  • speak to any member of staff at the Service in person or over the phone.
  • email us or write to us.

What we’ll need to know:

  • If something has gone wrong we need to know exactly what, how and when it happened.
  • If something has gone right, please tell us so that we can continue doing it and expand it into all our services.

Contacting us

Come in – To visit the Registered manager or any member of staff

Call – 02083201008

Email – compliments&

Write to: The Customer Service Officer, Solutions Embassy, The Engine House, 2 Veridion Way, Erith. DA18 4AL

  1. Next steps

We’ll contact you to acknowledge receipt of your compliment or complaint.

If you have made a complaint about a service, the manager will try to resolve your complaint straight away. If the complaint cannot be resolved at the source the Customer Service Officer will ensure it is fully investigated.

We will:

  • Acknowledge receipt of your complaint within three working days.
  • Inform you who will be dealing with your complaint.
  • Let you know when you can expect to hear back from us.
  • Keep you regularly updated of the progress of your complaint.
  1. Our final response

When we’ve thoroughly investigated your complaint, we’ll write to you.

This will be a detailed response outlining what we found, what we plan to do as a result and why we made the decision we came to.

If it looks like our investigations will take longer than 28 days from when you first contacted us, we will ensure that you are informed for the reasons for delay.

Duty of Candour

Solutions Embassy will be open and honest when things go wrong with care and treatment, and we will provide you with reasonable support, truthful information and a written apology.

What if you’re not happy with the outcome?

We’re listening

If this is the case you must contact us again so that we can review the complaint, how we dealt with it and the outcome.  Please write to the Director with your concerns and your reasons for the appeal.  We aim to resolve your complaint fairly and justly; however, we recognise that you may not be satisfied with the outcome of your complaint.

If you wish to take it further, you can contact the Local Government and Social Care Ombudsman Service to look into your complaint for you. The LGSCO offer a free independent service:

Phone:  0300 0610614