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COMPLAINTS PROCEDURE

The Managers are: Jamie Warnock, Holly Flude, Robina Clarke and Rob Hammond.

If your complaint can not be resolved at the informal stage then we will invoke the following procedure:-

1. Your complaint will be recorded on the complaints registration form (copy enclosed).
2. A copy of the complaints registration form will be given to the Registered Manager.
3. At this stage your complaint will be fully investigated formally, and you can then expect your complaint to receive attention in the following way: -

• You will receive an initial response within 48 working hours
• An interim response after 4 weeks
• A final response within 8 weeks

The above time periods are obviously a maximum time and we would hope to have resolved any issues within a much shorter period of time

4.  The person/s undertaking the complaints process will complete a complaints audit tool which will ensure all processed are followed when dealing with any complaint

 5.  You may at any time contact the Local government Ombudsman (LGO). 

The LGO provides a free, independent service. You can contact the LGO advice team for information and advice, or to register your complaint.

Telephone: 03000610614

Email: advice@lgo.org.uk

Website: www.lgo.org.uk

6.  If at any time you are unsure of where to take an unresolved complaint you may contact CQC the homes registration organisation who will give guidance.

Telephone  03000 616161

Email  enquiries.eastern@cqc.org.uk

Website  www.cqc.org.uk