Complaints Procedure

We believe that complaints and compliments are a valuable indicator of the quality of our service, and an opportunity to improve that quality.

We assure the service user that no one will be victimised for making a complaint, we encourage service users to instigate the complaints procedure whenever they feel that it is necessary.

We do not like to confine complaints to major issues. We encourage service users to comment when relatively minor matters are a problem to them, such as receiving cold food, getting kept waiting without explanation or being spoken to in a manner that they do not like.

It is our policy that all matters which disturb or upset our service users should be reported and recorded, with appropriate corrective action being taken.

Only in that way can we work towards meeting our aim of continuously improving our service.

Our commitment is that:

• All complaints should be taken seriously
• All complaints will be acted upon with fairness and impartiality
• A response will be provided within 24 hrs of the complaint being made, and a final reply within 28 days
• If the complaint is upheld, a formal written apology will be issued and appropriate action will be taken to rectify the complaint. You will be kept informed of what that action is.
• Service Users are entitled to involve an impartial third party in the complaint procedure if they wish.

The service users or their representatives may take their complaints to the persons in authority outside the business if they’re not happy with the results they have been given.

Service users funded all/part by Social Services or Clinical Commissioning Group, should address their complaint in the first instance to appropriate organisation. For wholly privately funded service users, a range of advocacy services are available locally and they will be happy to help you deal with the complaint. In the event of a serious issue or complaint, a service user should contact the CQC directly.