Complaints and Feedback

Your voice matters

We welcome feedback, compliments, concerns and complaints from people using Inkwells Healthcare, their families and representatives. We respond fairly, sensitively and promptly. Making a complaint will not affect the standard of your care or lead to unfair treatment.

How to make a complaint

Speak to our team, call, email or write to us. A friend, relative, advocate or representative can help you.

Registered Manager: Mr Hammad Shehu Aremu
Telephone: 07943 194091
Email: info@inkwellshealthcare.com
Address: Inkwells Healthcare Ltd, 13 Old Winnings Road, Keresley End, Coventry, CV7 8JL

What happens next?

  1. Acknowledgement: We acknowledge verbal and written complaints within three working days.
  2. Investigation: We promptly review the concern and aim to investigate complaints within 14 days. We may speak with those involved and review relevant records. Where the complaint raises an immediate safety or safeguarding concern, we act without delay.
  3. Written response: We aim to provide a full written response within 28 calendar days of receiving the complaint. If more time is needed, we will explain the reason and give a revised timescale before the 28-day deadline; this would not normally extend beyond a further 20 working days.
  4. Further review: If you are not satisfied, you may request a formal review, normally within 20 working days of receiving our response. We acknowledge the review request within three working days and aim to give a written review outcome within 20 working days. An appropriate person who was not involved in the original investigation, or an external reviewer, will conduct the review.

Complaints about the Registered Manager

If your complaint concerns Mr Hammad Shehu Aremu, it will be overseen independently by external consultant Donna Jackson.

Donna Jackson — Independent Complaints Contact
Telephone: 07803 477 420
Email: info@carebusinessbootcamp.co.uk

Help to raise a concern

We offer reasonable adjustments, communication support and access to advocacy where appropriate. You can ask for our full complaints policy at any time.

If you remain dissatisfied

After we have had a reasonable opportunity to investigate and respond, you may contact the Local Government and Social Care Ombudsman (LGSCO). It offers a free, independent service for adult social care complaints.

Telephone: 0300 061 0614
Contact the Local Government and Social Care Ombudsman

If care was arranged by a council or another commissioner, you may also contact the relevant commissioning organisation.

Share concerns with CQC

The Care Quality Commission welcomes information about care services but does not normally resolve individual complaints on someone’s behalf.

Telephone: 03000 616161
Share feedback about Inkwells Healthcare with CQC

Learning from your feedback

We record and review concerns, investigate problems and use what we learn to improve staff support, care plans, policies and service delivery. We are committed to being open and honest when things go wrong.