Summary of Complaints Procedure

 

Any resident, relative or advocate wishing to make a complaint, should initially contact the Care Manager.

 

If the complaint is regarding the Care Manager, the Director of Care services should be contacted.  Minor complaints can be made verbally and resolved locally, wherever possible.  More serious complaints should be made in writing.

 

A letter of acknowledgement will be sent within two working days followed by an investigation, which under normal circumstances, will be completed within 28 days.

 

A response will then be made to the person making the complaint, outlining any action to be taken.

 

Should the outcome of the complaint be unsatisfactory, please contact the Care Quality Commission.  The commission can also be contacted at any time for you to express your views or any concerns.