AURA Care – Norfolk, United Kingdom
Effective Date: September 2025

At AURA Care, we are committed to delivering high-quality, person-centred care services across Norfolk, United Kingdom, and we take all feedback seriously. We recognise the right of every service user, family member, staff member, or representative to raise concerns or make complaints about the care or service they receive without fear of reprisal. This policy outlines our approach to handling complaints transparently, fairly, and in accordance with our regulatory obligations under the Health and Social Care Act 2008 and the guidance of the Care Quality Commission (CQC).

We believe complaints provide a valuable opportunity to learn and improve. Whether the concern is small or significant, we aim to resolve all issues as quickly and effectively as possible. All complaints will be treated confidentially and handled with sensitivity and respect. We also welcome compliments, suggestions, and general feedback, which help us to understand what we’re doing well and where we can do better.

Anyone receiving a service from AURA Care—whether directly or through a loved one—has the right to make a complaint. This includes clients, family members, advocates, staff, contractors, or members of the public. Concerns can be raised informally with a carer or manager, or formally in writing, by phone, or email. Our team is trained to listen actively, acknowledge complaints promptly, and escalate them to the appropriate senior staff member for investigation.

All formal complaints will be acknowledged within 3 working days, and we aim to provide a full written response within 20 working days. If further time is needed due to the complexity of the complaint, we will inform the complainant of the delay and keep them updated throughout the process. Our investigations focus on establishing the facts, addressing any shortcomings, and taking appropriate remedial action. Where necessary, we will revise procedures, re-train staff, or issue apologies to restore trust and prevent recurrence.

If you are not satisfied with our response, you may escalate your concern to the Care Quality Commission (CQC) or your local authority’s adult social care department. We will provide contact details for these agencies on request or within our complaints response. We also provide alternative formats or support for those who need help submitting a complaint due to language, disability, or communication needs.

We are committed to creating a culture where feedback is welcomed and learning is continuous. Complaints are regularly reviewed by our senior management team to identify trends and ensure our quality assurance processes remain robust.

To raise a complaint or concern, please contact:

Complaints Officer – AURA Care Email: info@theauracare.co.uk
Address: Great Yarmouth, Norfolk, United Kingdom