YourCare24 values your comments on its service. It recognises that the monitoring and handling of complaints are key performance indicators for the quality of its service and represent an opportunity for continuous improvement in service standards.

If you have a complaint about any aspect of the service you have received from YourCare24 you can address that complaint as follows:

• By raising it at the time of our visit with the member of staff.
• By emailing admin@yourcare24.co.uk or by calling 0114 399 8606 and ask for the Manager.
• By writing to the Manager at YourCare24 Ltd, First Floor, 436 Attercliffe Common, Sheffield, South Yorkshire, England, S9 2FH

YourCare24 undertakes in handling your complaint to be accessible, impartial, responsive and respectful of your confidentiality.

• The background to your complaint, includingrelevant dates, times and names of staff involved in your treatment, and type of procedure involved.
• Any specific grievance or issues that you wish to be addressed.
• What it is you hope to be achieved or improved through the complaints process.

Ordinarily a complaint must be made within six months of the date on which the matter occurred.

YourCare24 will attempt to resolve your complaint at the time when you raise it. It will acknowledge written complaints ordinarily within 48 hours of receipt. A full response will be made within 20 working days of complaint, failing which you will be advised of progress and reasons for delay.

Your complaint will be managed by the Manager. If your response is from a member of staff other than the Manager, you are entitled to request the matter be brought before the Manager. You can also make that request at the time of your complaint.

If you are dissatisfied, you may ask your social worker, local authority or CQC to review your complaint. CQC and Rotherham City council can be contacted at:

Care Quality Commission
Citygate,Gallowgate
Newcastle upon Tyne
NE1 4PA
Phone: 03000 616161
Email: enquiries@cqc.org.uk
Rotherham Metropolitan Borough Council
Riverside House
Main Street
Rotherham
S60 1AE