top of page
girl hanging out.png

Complaints Policy & Procedure

1. Introduction

Hexagon Care aims to provide a high-quality service and hopes that there will be no reason to complain. As part of our continuing commitment to improve our services, however, the views of those who work with and come into contact with us are listened to and play a positive part in improving our services.


The below is split into two sections. The first deals with solving problems informally and the second section deals with more serious complaints and how they are handled.


If you do have reason to make a complaint, then please use the following procedures.

2. Aim of the Policy

Whatever the reason for your concern, we want to hear about the problem so that we can go about putting it right as quickly as possible. We are pleased to hear from anyone who has any comments or complaints about our services as these help us to plan and improve our services. However not all issues raised will be dealt with in the same way. Complaints made more than 12 months after the event will only be considered in exceptional circumstances.


A complaint is defined as:

An expression of dissatisfaction which the individual defines as a complaint, however communicated, about the service provided by or on behalf of Hexagon Care. This includes the actions of its staff, or their failure to act, or delay in taking action.


The complaints procedure can be activated at any time by:

Telephone - 0333 6006600

Letter - Hexagon Care Services, Unit 1 Tustin Court, Portway, Preston, PR2 2YQ

Email -


The following information will be required for the organisation to fully look into your concern:

  • Service you wish to complain about

  • Date and time the issue happened

  • Names of any members of staff involved

  • Full details of the complaint

3. Stages of the Complaints Procedure

3.1       Stage One – Informal Complaint

This stage of the process will enable you to raise a complaint or issue and this will be dealt with informally with a response being provided. As the complainant you will be kept informed at all stages of the process.


We understand that there are times when following the informal approach does not provide a satisfactory outcome and the complaint can then be moved to the second stage of the process.


3.2       Stage Two – Formal Complaint

If the complaint cannot be resolved at stage one, informal stage, then the complaint will move to stage two of the process. Once the key areas of the complaint have been identified, Hexagon Care will appoint a nominated person (usually a manager, not previously involved in the complaint) to investigate the matter.


Following the investigation, the matter will be reviewed, and a written response will be provided to the complainant in a timely manner, ideally within 15 working days. The complainant will be kept informed of progress and every effort will be made to ensure that the investigation is completed as quickly as possible.


3.3       Stage 3 – Reporting the complaint externally

If the complainant remains dissatisfied after stage 2 of the process, there are additional areas that a complaint can be made to. This includes Regulators i.e. Ofsted, local Councillors, local MP or a solicitor.

4. Anonymous Complaints

Complaints received anonymously will be considered, but action may be limited if further information is required to ensure a full and fair investigation.

5. Data Protection

To process a complaint Hexagon Care Services will hold personal data about the complainant, which the individual provides, and which other people give in response to the complaint. We will hold this data securely and only use it to address the complaint. The identity of the person making the complaint will only be known to those who need to consider the complaint and will not be revealed to other people or made public. However, it may not be possible to preserve confidentiality in some circumstances, for example, where relevant legislation applies or allegations are made which involve the conduct of third parties.


Hexagon Care Services will normally destroy complaints files in a secure manner six years after the complaint has been closed.

6. Contact Details

If you have any queries you can contact the Head Office:

Telephone - 0333 6006600

Letter - Hexagon Care Services, Unit 1, Tustin Court, Portway, Preston, PR2 2YQ

Email -

bottom of page