How to Make a Complaint

AURA Care – Norfolk, United Kingdom

At AURA Care, we are committed to delivering safe, respectful, and high-quality care at all times. If something has gone wrong, or you’re not happy with the service you or your loved one has received, we want to know. Your feedback—whether positive or negative—helps us to improve and better support the people we care for.

We encourage you to speak up without fear. Raising a complaint will not affect your care in any way.

What Can You Complain About?

You can make a complaint if you are concerned about:

  • The quality or reliability of care

  • A member of staff’s conduct

  • Delays, missed visits, or communication issues

  • Health, safety, or safeguarding concerns

  • Any other issue that affects your comfort, dignity, or well-being

Who Can Complain?

Complaints can be made by:

  • The person receiving care

  • A family member, friend, or advocate

  • A legal representative or healthcare professional

  • Any member of the public with a concern

How to Make a Complaint

You can contact us in the way that is most convenient for you:

By Email:
info@theauracare.co.uk

By Post:
AURA Care – Client Services
Great Yarmouth, Norfolk, United Kingdom

Or speak directly to your care coordinator or team member.

What Happens Next?

  1. We will acknowledge your complaint within 3 working days.

  2. A senior manager will investigate your concerns thoroughly and fairly.

  3. We aim to provide a full written response within 20 working days.

  4. If your complaint is complex, we will keep you updated throughout the process.

  5. If you're not satisfied with the outcome, you can request a review or escalate the issue (see below).

Still Not Satisfied?

If you feel your complaint has not been handled appropriately, you can contact:

Care Quality Commission (CQC)
Website: www.cqc.org.uk
Phone: 03000 616161

Norfolk County Council – Adult Social Care
Phone: 0344 800 8020
Website: www.norfolk.gov.uk

Your Rights

You have the right to:

  • Be treated with respect throughout the complaints process

  • Have someone support you or complain on your behalf

  • Receive a clear explanation and, if appropriate, an apology

  • Appeal the outcome or escalate your concern

  • Access advocacy services if you need extra help

Your Feedback Matters

Even if you don’t wish to make a formal complaint, you can still share your thoughts or suggestions at any time. We also welcome compliments and success stories.