Complaints Policy

We at FCN Group strive to provide high quality service to all our clients. However, we understand that at times, things may not go according to plan, and some clients may feel dissatisfied with the service provided.

We take complaints seriously and view them as opportunities to improve our service. We are committed to addressing and resolving all complaints fairly and efficiently.

Complaints Procedure

If you have a complaint, please follow these steps:

Step 1: Informal resolution

In the first instance, we encourage you to raise your concerns directly with the relevant member of staff or manager. This enables us to address any misunderstandings or issues as soon as possible. Most complaints can be resolved quickly and satisfactorily in this way.

Step 2: Formal complaint

If you feel that your complaint has not been resolved through informal resolution, please put your complaint in writing or email to the Complaints Manager at:

Kylie@firstchoicenursinggroup.co.uk

FCN Group
Packwood House
Stratford upon-Avon
CV37 6RP

Your complaint will be acknowledged within 48 hours from the date of receipt.

Our Complaints Manager will investigate the complaint and respond to you in writing within 48 hours, providing you with explanations and outlining any actions taken to address the complaint.

Step 3: Escalation

If you remain unsatisfied with the response provided, you may escalate your complaint in writing or email to the Director at:

FCN Group
Packwood House
Stratford upon-Avon
CV37 6RP

A Director will review your complaint and investigate the matter further. You will receive a written response outlining the outcome of the investigation and any actions taken within 3-5 working days.

Confidentiality and Support

We understand the sensitive and confidential nature of some complaints and will treat your complaint with the utmost confidentiality. We also offer support to clients who may need additional help or assistance in making a complaint.

We are committed to ensuring that all complaints are handled fairly, transparently, and efficiently. We aim to learn from any shortcomings and improve our services as a result.

If you require any assistance or support with making a complaint, please contact us on 0330 133 0926.