Explaining TRZ’s Complaint Process: Your Voice Matters: Our Complaint Procedure
Why Feedback Matters
At TRZ Care, we believe the best care comes from listening—especially when something doesn’t feel right. If you or your family have a concern, question, or suggestion, we want to hear it.
Our complaint process is open, simple, and confidential. Speaking up is not a risk—it’s a right.
When Should You Raise a Concern?
You should let us know if:
-
Something didn’t go as expected
-
You feel someone wasn’t treated with dignity or respect
-
You think a mistake was made in care or communication
-
You have ideas on how we can improve
Whether it’s a small concern or a serious issue, your feedback helps us do better.
Our Complaint Process — Step by Step
🗣 Step 1: Speak Up
You can share your concern in any way that feels right for you:
-
Tell your carer or a TRZ team member
-
Call our office on 0115 837 0470
-
Email us at referrals@trzcare.co.uk
-
Fill out a complaints form (available on request or via our website)
📝 Step 2: We Log the Complaint
Once you contact us, we’ll formally record the issue and begin the process. You’ll receive confirmation that your complaint has been received.
🔍 Step 3: We Investigate Thoroughly
A manager will:
-
Review all the details
-
Speak to anyone involved
-
Gather any necessary records or reports
We handle all information with strict confidentiality and care.
🕒 Step 4: We Respond Promptly
You’ll receive a response within 7 working days (or sooner where possible).
If more time is needed to investigate, we’ll explain why and keep you updated.
🔄 Step 5: We Take Action
If we find a mistake or issue, we’ll fix it.
If we need to make changes, we will—and we’ll tell you how we’re doing it.
We don’t just respond. We learn.
🧾 Step 6: Your Right to Escalate
If you’re not happy with how your complaint was handled, you can ask for a review or escalate it to:
-
Care Quality Commission (CQC)
-
Local Government and Social Care Ombudsman
We’ll give you the contact details and support if needed.
You’re Always Safe to Speak
We treat every concern with respect—no fear, no judgment. Complaints don’t affect your care or your standing with us.
In fact, we welcome your voice. It helps us grow.
Need to Make a Complaint or Share Feedback?
📞 Call: 0115 837 0470
📧 Email: referrals@trzcare.co.uk
🌐 Visit: www.trzcare.co.uk