Complaints
If something is wrong, tell us.
We would always rather hear about a problem early. Raising a concern will never affect the support someone receives.
How to raise a concern
Contact your named contact, or write to us by email or post. Please tell us what happened, when, and what outcome you are looking for.
How we respond
We acknowledge complaints promptly and in writing, investigate the circumstances, and respond with our findings and any action we are taking.
Target acknowledgement and response times will be published here once the business has confirmed them.
If you remain dissatisfied
If you are not satisfied with our response, you may escalate the matter. Because we provide non-regulated home support and companionship, complaints about our service are not within the remit of the Care Quality Commission.
You can raise an unresolved complaint about a private contract through Citizens Advice or the courts, and, where a local authority is involved in arranging your support, with their adult social care team. Concerns about the safety of an adult can always be reported to the council's safeguarding team or the police.
Named complaints contact, postal address and response timescales require confirmation by NewStep Home Care Ltd before publication.
Looking for support at home? Talk to NewStep.
We will listen first, then build an arrangement around the person — not the other way round.
Prefer email? info@newstephomecare.co.uk