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 all the people we support that no one will be victimised for making a complaint. We encourage the people we support to instigate the complaints procedure whenever they feel that this is necessary.
We do not wish to confine complaints to major issues and as such encourage the people we support to complain when relatively minor matters are a problem to them such as being kept waiting without explanation.
It is our policy that all matters which disturb or upset any of the people we support are reported, recorded and that corrective actions should be taken; we believe that only working this way will enable us to meet our aim of continuously improving our service.
Complaints about any aspect of the service should be addressed in the first instance to the local office which is organising the service and marked for the attention of the Coordinator. The contact details will be provided within our Service Guide which will be provided to each individual in receipt of our service.
Complaints may be made by the Individual or someone acting on their behalf and may be in writing, by email, by fax, by telephone or in person.
All complaints will be investigated and will receive an acknowledgement within 24 hours. If a complaint cannot be resolved in 10 days, the complainant will be informed and given a timescale within which the complaint will be resolved which may be up to 28 days.
All complaints will be acted upon with fairness and impartiality
Any person who feels that their complaint has not been satisfactorily addressed can escalate their complaint to other contacts.
Care Quality Commission
Newcastle upon Tyne
T: 0300 061 6161
F: 0300 061 6171
The Local Government Ombudsman
T: 020 7217 4620