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Family run residential & dementia care homes for older people in & around the home counties
For general enquiries call 0333 234 1975

Complaints Procedure

General Policy

It is our policy that all comments, suggestions and complaints are dealt with quickly and effectively.

We shall make every effort to provide the best possible service. However, there may be occasions when people are not happy with the service.

We recognise the right of all residents, relatives, representatives and members of staff to inform us of any problems or complaints they may have.

We are always looking to improve our services. All comments, suggestions or complaints regardless of how small they may appear will be treated seriously and used to improve the service offered.

Our general policy is based on the requirements of The Local Authority Social Services and National Health Service complaints (England) Regulations 2009.

Principals and goals

We are committed to the six principals of good practice in the management of complaints, as identified by the Health Services Ombudsman:

  • Getting it right
  • Being customer focused
  • Being open and accountable
  • Acting fairly and proportionately
  • Putting things right
  • Seeking continuous improvement

The goals of our complaints procedure are to:

  • Take a flexible approach towards handling individual complaints which focuses on the needs and wishes of the people involved
  • Keep the procedure simple so that it is much easier for people to share experiences and of service to respond
  • Make sure that people's experiences help to improve services