Complaints procedure

We sincerely hope that you will never find it necessary to complain but unfortunately, things do sometimes go wrong. Please may we ask that in the first instance, you speak with the Manager, or Deputy Manager. If your complaint is of a more serious nature, please provide a written statement, giving details of the matter and sign and date the document.

The home undertakes to

a. Confirm receipt of the complaint.

b. Investigate the matter carefully, fairly and thoroughly.

c. Provide feedback to the complainant, explaining what conclusions have been drawn and any measures taken as a result.

If it is felt that the complaint has not been dealt with effectively, you should contact:

CQC National Customer Service Centre

Tel: 03000 616161 

Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA

or 

The Local Government Ombudsman   

Tel: 0300 061 0614

PO Box 4771, Coventry, CV4 0EH