Complaints Policy

Last updated: 30 March 2026

1. Our commitment

Zenith Assure Care Group is committed to listening to concerns, responding fairly and learning from complaints. We take all complaints seriously and aim to resolve issues promptly, respectfully and transparently. Complaints can help us put things right where something has gone wrong, explain what happened, and improve the quality of our service.

2. Who can make a complaint?

A complaint can be made by a client, a family member, friend, representative, advocate, or a professional involved in the person's care or support. If you are raising a complaint on someone else's behalf, we may need to check that you have their authority or consent to do so, unless there is a safeguarding reason to proceed differently.

3. What can a complaint be about?

A complaint may relate to:

• The standard or quality of care or support provided
• Communication or conduct
• Missed visits, delays or reliability concerns
• Staff behaviour
• Safety, dignity, privacy or respect
• The way a concern or issue was previously handled
• Any part of our service that you believe has fallen below a reasonable standard

4. Raising a concern informally

If possible, we encourage you to raise concerns as soon as they arise with the member of staff involved or with the service manager. Many problems can be resolved quickly through an early conversation. You do not have to raise the issue informally before making a formal complaint.

5. How to make a formal complaint

You can make a complaint by contacting us using any of the following methods:

By phone: 07888 326100
By email: info@zenithassurecaregroup.com
By post: Zenith Assure Care Group Limited, Suite 1A, Craighall Business Park, 23 Eagle St, Glasgow G4 9XA

6. What information to include

To help us investigate your complaint, please include your name and contact details, the name of the person receiving support (if different), what happened, when and where it happened, who was involved if known, and what outcome you are seeking. You can still complain even if you do not have all of this information.

7. Our target timescales

• Acknowledgement: We aim to acknowledge formal complaints within 3 working days.
• Full response: We aim to provide a full response within 20 working days where possible.
• If more time is needed: We will let you know and provide an updated timeframe.

8. Safeguarding and urgent concerns

If your complaint raises concerns about immediate risk, abuse, neglect, serious harm or safeguarding, we may need to take urgent action and may refer the matter to the appropriate authority or emergency service. Protecting the safety and wellbeing of people receiving care will always come first.

9. If you are not satisfied

If you remain unhappy after receiving our response, you can contact us again and ask for the matter to be reviewed internally by a more senior person where appropriate. You may also have the right to raise a complaint with the relevant care regulator. Contact details for external regulators will be added to this page once our service registration is complete.

10. Data protection complaints

If your complaint is about how we have handled your personal information, please tell us first so we can try to put things right. You also have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk.

11. Contact us

To make a complaint or discuss a concern, please contact:

Zenith Assure Care Group Limited
Suite 1A, Craighall Business Park, 23 Eagle St, Glasgow G4 9XA
Email: info@zenithassurecaregroup.com
Phone: 07888 326100