Your Voice Matters
At Global Mega Care Ltd, we value the views and experiences of the people we support, their families, representatives and professionals involved in their care and support.
We welcome compliments, feedback, concerns and complaints. Hearing from you helps us understand what we are doing well, identify where we can improve and make sure our services continue to meet the needs, choices and expectations of the people we support.
Whether you would like to tell us about something that went well or raise something that has not met your expectations, we want to hear from you.
Our Commitment to You
We are committed to making it as easy as possible for people to speak openly about their care and support.
When you give feedback or raise a concern, we will:
• Listen to you and take your concerns seriously.
• Treat you with dignity, respect and fairness.
• Make reasonable efforts to understand your concerns and what you would like us to do better.
• Investigate complaints appropriately and proportionately.
• Keep you informed about the progress of your complaint where appropriate.
• Explain the outcome and any actions taken.
• Learn from complaints and feedback to improve our services.
• Provide appropriate support if you need help to raise or communicate a concern.
You can raise a concern or make a complaint verbally or in writing, and you do not need to use a particular format or wording.
Our Regulatory Promise to You
We want everyone who uses our service, and those who support them, to feel confident raising
feedback or concerns.
1. Protection Against Victimisation
In line with the requirements of the Care Quality Commission (CQC), your care and support will not be negatively affected because you raise a concern or make a complaint, whether you do so yourself or someone raises it on your behalf.
Speaking up will not result in you being treated unfairly, discriminated against, or disadvantaged in any way.
2. Right to Representation
You can ask a family member, friend, representative, or independent advocate to support you with a concern or complaint.
With your consent, they can communicate with us or, where appropriate, act on your behalf throughout the complaints process.
Compliments & Feedback
We are always pleased to hear when someone has had a positive experience with our team or services.
If you would like to share a compliment, recognise a member of our team or offer a suggestion, you can speak directly with a member of staff or contact us using the details below.
Email: info@globalmegacare.com
Positive feedback helps us recognise good practice and acknowledge the contribution of our staff.
Your suggestions are also valuable in helping us understand what matters most to the people we support and how we can continue to improve.
Raising a Concern
If something is worrying you or you are unhappy with any aspect of your care or support, please let us know as soon as possible.
Many concerns can be resolved by speaking with a member of our team. We will listen to what you have to say, seek to understand what has happened, and work with you to identify an appropriate way forward.
You can raise a concern:
• In person with a member of our team
• By telephone
• In writing
• By email
• Through a family member, representative or advocate on your behalf
Email: info@globalmegacare.com
Telephone: 0118 466 4971
You do not need to wait until a concern becomes a formal complaint before speaking to us.
Making a Formal Complaint
If your concern cannot be resolved informally, or if you would prefer to make a formal complaint, you can contact our Registered Manager.
Registered Manager
Larissa Horst
Email: larissa@globalmegacare.com
Telephone: 0118 466 4973
You can make a complaint verbally or in writing. You do not need to use a particular form or wording.
It is helpful to provide as much information as possible, including:
• What happened
• When and where it happened
• Who was involved, if known
• How the situation affected you or the person receiving support
• What you would like us to do to address the concern
If you do not have all of this information, please do not let that stop you from contacting us. We can discuss your concerns with you and help establish what information is needed.
Support to Raise a Concern or Make a Complaint
We recognise that raising a concern or making a complaint is not always easy.
You can ask a family member, friend, representative or independent advocate to support you or, where appropriate, communicate with us on your behalf.
If you need additional help to communicate your concerns, please let us know. We will consider what reasonable and appropriate support may be available, including alternative methods of communication or advocacy where appropriate.
We want everyone to have a fair opportunity to have their voice heard.
Your Care Will Not Be Affected
We want people to feel confident speaking openly about their care and support.
Making a complaint or raising a concern will not affect the care or support you receive.
We will not victimise, discriminate against, or treat anyone unfairly because they have raised a concern or made a complaint, including where someone has raised a concern on another person’s behalf.
Your feedback, concerns and complaints will be treated respectfully and handled appropriately.
How We Handle Complaints
Every complaint is taken seriously.
We aim to acknowledge formal complaints within 3 working days of receiving them and provide a full response within 28 days.
When we receive a formal complaint, we will:
1. Acknowledge the complaint and make sure we understand the concerns being raised.
2. Consider the appropriate response based on the nature and seriousness of the complaint.
3. Investigate the concerns fairly and appropriately, involving relevant people where necessary.
4. Keep you informed about the progress of the complaint.
5. Provide an outcome and explain any actions we have taken or intend to take.
6. Learn from the complaint and identify improvements where these are needed.
If a complaint is complex and we need more than 28 days to complete the investigation, we will explain the reason for the delay, keep you informed of progress and provide a response as soon as possible.
Where a complaint identifies that something has gone wrong, we will consider what action is needed to put things right and reduce the likelihood of the same issue happening again.
We will maintain appropriate records of complaints, investigations, outcomes and actions taken.
Complaints About the Registered Manager
If your complaint relates to our Registered Manager, Larissa Horst, you can raise your complaint directly with our Nominated Individual, Norah Sanusi.
The Nominated Individual will ensure that appropriate arrangements are made for the complaint to be reviewed and investigated objectively.
Nominated Individual
Norah Sanusi
Email: norah@globalmegacare.com
Telephone: 0118 466 4971
Complaints about the Registered Manager will not be investigated by the person who is the subject of the complaint.
If you need support to make a complaint, you can ask a family member, friend, representative, or independent advocate to assist you or communicate with us on your behalf.
Learning From Your Feedback
We do not see complaints only as problems that should be dealt with. But to provide an opportunity to listen, learn, and improve.
We review feedback and complaints to identify:
• What we are doing well
• Where improvements may be needed
• Recurring concerns or themes
• Opportunities to improve communication
• Training and development needs
• Changes that may improve the experience of the people we support
Where improvements are identified, we take appropriate action and monitor whether those improvements have been effective.
Your feedback can therefore help improve not only your experience, but the experience of others who use our services.
If You Are Not Satisfied With Our Response
We will always try to resolve complaints fairly and appropriately.
If you remain unhappy after we have completed our complaints process, you may be able to seek independent advice or escalate your complaint to an appropriate external organisation.
For adult social care services in England, the Local Government & Social Care Ombudsman can investigate complaints about adult social care providers.
You should normally raise your complaint with Global Mega Care Ltd first and give us a reasonable opportunity to respond before contacting the Ombudsman.
Further information about the Ombudsman and how to make a complaint is available through its official website.
The Care Quality Commission (CQC) regulates health and social care services in England. CQC does not normally investigate individual complaints or resolve them on behalf of individuals, but information shared with CQC can help inform its regulatory work.
Our Complaints Policy & Procedure
This page provides an overview of how we handle complaints. Our formal Complaints Policy and Procedure sets out the full process, responsibilities, timescales and arrangements for managing complaints.
If you would like further information about our complaints process or would like to request a copy of our Complaints Policy and Procedure, please contact us.
Contact Us
If you would like to give feedback, raise a concern or make a complaint, please contact us.
Global Mega Care Ltd
General enquiries and feedback:
Email: info@globalmegacare.com
Telephone: 0118 466 4971
Registered Manager – Larissa Horst:
Email: larissa@globalmegacare.com
Telephone: 0118 466 4973
Nominated Individual – Norah Sanusi:
Email: norah@globalmegacare.com
Telephone: 0118 466 4971
You can also speak directly to any member of our team.
Your voice matters, and we are here to listen.
