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Concerns and Complaints

If something about your care is not right, please tell us. We would much rather hear from you than have you put up with a problem, and we treat every complaint as a chance to improve. You will never be treated differently, and your care will never be affected, because you have raised a concern.

Last reviewed: September 2026. Next review: September 2027. Available in large print, easy read or another format on request.

Our promise to you

  • we will listen, and take what you tell us seriously
  • you can complain in whatever way suits you — in person, by phone, by email or in writing, and we can help you put it in writing if that is easier
  • someone else can complain on your behalf, with your permission
  • we will be honest with you about what went wrong and why, in line with our duty of candour
  • we will tell you what we have changed as a result
  • complaining will never affect the care you receive

How to raise a concern

Many things are sorted out quickly by speaking to your carer or calling the office. Contact us on +44 7470 367 720, email admin@missionhealthcare.co.uk, or write to Mission Healthcare, Victory Way, Admirals Park, Crossways, Dartford, Kent, DA2 6QD. Shola Babatunde, a Director of Mission Healthcare, is our named person for complaints and will make sure yours is looked into properly.

It helps if you can tell us what happened, when it happened, who was involved, and what you would like us to do to put it right. Please raise your concern as soon as you can, and normally within twelve months of the event or of becoming aware of it.

Stage one: local resolution

Most concerns are resolved at this stage, by us. If you raise something verbally and we can put it right straight away, we will. If your complaint is more serious, or you make it in writing, we will:

  • acknowledge it within two working days
  • agree with you how it will be looked into, and who will do it
  • investigate fairly, speaking to everyone involved
  • give you a full written response within 28 days
  • tell you if we need longer, explain why, and keep you updated

Our response will explain what we found, what we have done about it and what will change. If we got something wrong, we will say so and apologise.

Stage two: review

If you are not satisfied with our response, tell us and we will review the complaint again, involving a Director who has not been part of the investigation so far. If your care is arranged or funded by Kent County Council or the NHS, you can also ask them to review the complaint as the body commissioning your care.

Stage three: independent review

If you remain unhappy after we have responded, you can take your complaint to an independent body free of charge. You do not have to come to us first, but it usually helps.

  • Local Government and Social Care Ombudsman — for adult social care complaints, whether you fund your own care or your council arranges it. Call 0300 061 0614 or complain online at lgo.org.uk.
  • Parliamentary and Health Service Ombudsman — if your care is funded by the NHS, for example through NHS continuing healthcare. Call 0345 015 4033 or visit ombudsman.org.uk.
  • Kent County Council — if the council arranges your care, on 03000 41 61 61.

Telling the Care Quality Commission

The Care Quality Commission (CQC) regulates care providers in England. It cannot investigate individual complaints or make us change a decision, but it does want to know about your experience, and it uses that information to decide when and where to inspect. Call 03000 616161 or email enquiries@cqc.org.uk. You can also share your experience on the CQC website at cqc.org.uk.

If someone may be at risk of harm

If your concern is that someone is being abused, neglected or harmed, it is a safeguarding matter rather than a complaint. Contact Kent County Council adult social care on 03000 41 61 61 (out of hours 03000 41 91 91), or call 999 if someone is in immediate danger. See our Safeguarding Policy.

Help to make a complaint

You can ask a friend, relative or advocate to speak for you. Free, independent advocacy is available in Kent for people who need support to make a complaint about social care — Kent County Council can tell you how to arrange this. If you need information in another format, or an interpreter, please say so and we will arrange it. See our Accessible Information policy.

How we learn from complaints

We keep a record of every complaint, what caused it and what we changed. The Directors review complaints regularly to look for patterns, and the lessons feed into staff training, supervision and how we plan care. We also welcome compliments — when a carer has done something well, telling us helps just as much.