Complaints Procedure

This home is committed to providing high-quality services and to constantly seek ways to improve that quality. Your comments, compliments, suggestions or complaints are always welcome at this home and we take pride in responding to them quickly, effectively and honestly.

All comments should be made to the home manager, Mrs Sara Howarth These comments will be treated seriously and dealt with as soon as possible.

Verbal complaints will be responded to immediately. All comments will be carefully considered and responded to on an individual basis.

Written complaints will be responded to by an acknowledgement letter within two working days. The home will then investigate the complaint and send the complainant a letter outlining the result within 28 days. If the matter cannot be resolved in-house within that period the complainant will be informed of the delay.

If the complaint cannot satisfactorily be resolved within the home it will be referred on to the Commission for Social Care Inspection.

Service users may complain directly to the Commission. Their details are :- Commission for Social Care Inspection, Unit 1, 3rd floor, Tustin Court, Port Way, Preston PR2 2YQ Tel: 017772 730100

We view complaints as an opportunity to identify anything that is going wrong in our organisation and to make it right. You can help us by keeping a look out for any problems and letting us know about them as soon as possible. Your comments and suggestions for improvements are always welcome.