What do you do when the agency you use ignores your requests not to send particular carers and refuses to understand that the needs of the client changes and the people who were once ok are no longer? We are self funding but it seems to me that the agency has all the choices and we have none. I resorted to writing to the care coordinator instead of phoning this time to get the request in writing. Silly question really. First speak to the manager because I can't get past the lower hierarchy. If that isn't successful, change the agency. Which I am slightly reluctant to do because of the upheaval. Because we need two carers , looking for private carers is going to be a bit tricky. I really could do without this. Who thinks self funding gives you free choice? Only if there are lots of available agencies or even if the one you use listens to you.