Complaints

Our care home is committed to providing high quality services and is constantly seeking ways to improve that quality.

Your comments, compliments, suggestions or complaints are always welcomed, and we take pride in responding to them quickly, effectively and honestly

All comments, compliments, suggestions or complaints would normally in the first instance be made to the Care Home Manager.

Our approach to complaints

  • Complaints will always be treated seriously and responded to within 28 days of receipt (unless agreed otherwise)
  • Verbal complaints will be responded to immediately. All comments will be carefully considered and responded to on an individual basis.
  • Written complaints will be acknowledged upon receipt. The Care Home Manager will investigate all complaints and will send the complainant a letter outlining the result of the investigation within 28 days. If the matter is complex and cannot be resolved within 28 days, the complainant will be informed.
  • If the complaint cannot be satisfactorily resolved within the Care Home it can be referred on to the Director, Commission of Social Care (CQC) or the funding local authority.