CMC strives to provide a high quality service that is constantly improving.
We welcome feedback as this tells us what we are doing well and what we need to do better.
Our Concerns and Complaints procedure is provided in full below.
However, the key messages are:
– Do not hesitate to get in touch
– We will listen
– We will take your concerns seriously
Case Management Cymru welcomes complaints, seeing them as opportunities to learn, adapt, improve and provide better services.
Sometimes we can put things right; sometimes we can only explain ourselves and apologise. But we do want to learn from our mistakes. What our service users tell us helps us to improve our service.
This policy is intended to ensure that all service users are given the opportunity to make a concern or complaint formal, especially if they feel that a concern or complaint made informally has not been taken seriously or has not been dealt with to a satisfactory conclusion.
Case Management Cymru Ltd believes that a failure to listen to or acknowledge concerns or complaints might lead to an aggravation of problems, service user dissatisfaction and possible litigation. Most concerns and complaints if dealt with early, openly and honestly, can be dealt with and resolved to the satisfaction of all.
Case Management Cymru Ltd believes that all service users have a right to expect that robust policies and procedures are in place for dealing with their concerns or complaints. All concerns and complaints will be dealt confidentially, seriously and promptly. This policy is not designed to apportion blame, to consider the possibility of negligence or to provide compensation; it is not part of the organisations disciplinary policy.
Aim of the Complaints Policy
This policy aims to ensure that the complaints procedure is properly and effectively implemented, and that service users feel confident that their complaint and worries are listened to and acted upon promptly and fairly.
We aim to ensure that:
The Manager and/or senior person is responsible for ensuring the complaint is reported to the appropriate personnel.
In order for the complaint to be deal with effectively, the complaint should be put in writing in the first instance to:
To ensure we continue to provide a service that meets your expectations we welcome any feedback.
It is important that service users (or their representatives) let us know that they are unhappy with an aspect of the service they are receiving or have received from CMC Ltd and give us the chance to put things right and learn from our mistakes. Positive feedback is also helpful as it lets us know what we do well and should repeat.
All complaints written and/or verbal, no matter how seemingly unimportant, are taken seriously.
If you require help to do this and don’t have someone who can assist you, we will be happy to find someone from an independent organisation to act as an advocate on your behalf.
If you are dissatisfied with the outcome of our investigation and your care is managed by CMC you should contact Care Inspectorate Wales :
If you receive Case Management service from CMC and are dissatisfied with the outcome you should, in the first instance contact your Court of Protection Deputy or your litigation Solicitor.
You may then if you are still dissatisfied with the outcome, you can ask the complaint to be reviewed by the Local Government Ombudsman (LGO). This is a free independent service.
The LGO can be contacted for information and advice, or to register your complaint on:
As part of our quality assurance process all concluded complaints are followed up every 3 months and you may be contacted by the Responsible Individual to ensure that you are satisfied with the outcome.