We endeavour to provide a quality service, however, should a client or their appointed representative have cause to complain we will investigate it. All complaints will be thoroughly investigated in a timely and constructive manner.

Service users can complain by phone or put complaint into writing. Verbal complaints should be directed to the Registered Manager. Where the manager cannot deal with the issue, they will pass it on to a director of the company. Where we receive a complaint in writing we will respond in writing within 7 days.

For serious matters, an investigation will take place and we will contact those concerned. We will write to you within a further three weeks with details of our findings where appropriate of any action we have taken and proposals to rectify the situation.

If at the end of our complaints investigation you are still unhappy and feel that your complaint has not been resolved to your satisfaction, you can forward the details of your complaint to:

Care Quality Commission

Citygate

Gallowgate

Newcastle upon Tyne

NE1 4PA

Tel: 03000 616161

For a full copy of our complaints procedure please ask us for a copy.

Our assurance to you

• We will learn from every complaint, to help you and future service users.
• All comments and complaints will be taken seriously, investigated thoroughly and confidentially, and resolved as quickly as possible.
• We will be open and honest.
• Apologies will be given when appropriate.

Whistleblowing

Staff will be able to use the Whistleblowing policy if they have any anxieties about the practice demonstrated by colleagues.

Compliments            

It is always encouraging when someone is motivated enough to compliment a member of staff and the service.  We openly welcome all compliments received and ensure they are passed on and recorded, as outlines in our policy.