Tembo Care is committed to providing a professional and supportive environment for our care providers and fostering positive relationships with the settings, businesses and families we partner with. We recognise that concerns may arise, and we have established this procedure to ensure all complaints are handled fairly, efficiently, and confidentially. We aim to resolve complaints promptly and to the satisfaction of all parties involved.
Informal Resolution (in case of late arrival, lack of ID and other minor issues):
We encourage carers and settings to initially address any concerns informally with Tembo Care either in writing or over the phone.
Often, issues can be resolved quickly and amicably through open communication.
Formal Complaint Procedure:
In case of a complaint or an incident, a formal complaint must be submitted in writing (email) to jobs@tembocare.co.uk (for our carers) and bookings@tembocare.co.uk (for our clients).
The Tembo Care team will not be able to respond directly over the phone to formal complaints and will request the complaint to be raised in writing.
The complaint should include:
- A clear and concise description of the issue.
- The date, time, and location of the incident (if applicable).
- Names of any individuals involved.
- Any supporting documentation (e.g., witness statements).
Tembo Care's Response:
- Acknowledgement: We will acknowledge receipt of the formal complaint within 2 working days.
- Investigation: We will conduct a thorough and impartial investigation of the complaint, which may involve interviewing relevant parties and reviewing any submitted evidence. During the course of investigation, the carers account might be put on hold and they may not be able to accept jobs via Tembo Care. Tembo Care may put the setting’s account on hold and Tembo Care may refuse to provide any services to the setting. In relevant cases, Tembo Care will report the carer or the setting to any of the following authorities: LADO, Ofsted, CQC, DBS, police.
- Communication: We will keep the complainant informed of the progress of the investigation.
- Outcome: We will provide a written response to all parties involved, outlining the findings of the investigation and any actions taken. This response will be provided within 30 working days of receiving the complaint.
Escalation:
If the complainant is not satisfied with the outcome of the investigation, they may appeal the decision in writing to jobs@tembocare.co.uk (for carers) and bookings@tembocare.co.uk (for settings) within 5 working days of receiving the written response. The appeal should clearly state the grounds for disagreement and any additional evidence.
Final Decision:
Tembo Care will review the appeal and make a final decision. The complainant will be notified of the final decision in writing within 5 working days.
External Referral:
If the complaint remains unresolved after exhausting our internal process, the complainant has the right to contact Ofsted, CQC or any other relevant authorities directly.
Confidentiality:
All complaints will be treated with confidentiality. Information will only be shared with those directly involved in the investigation and resolution process.
Record Keeping:
We will maintain accurate records of all complaints, investigations, and outcomes.
For further assistance please email us at jobs@tembocare.co.uk (for our carers) and bookings@tembocare.co.uk (for our clients).
