Complaints Procedure

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.  

The service is required by law to have in place a policy and process for receiving and acting on complaints Health and Social Care Act 2008 Regulation 16.

B&M Care is committed to the six principals of good practice in the management of complaints as identified by the Health Services Ombudsman:

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 for service to respond
  • Make sure that people’s experiences help to improve services

Complaints should be made within 12 months of the incident happening or of the person becoming aware of the incident, and can be made to the Local Authority / Care Quality Commission or the provider of the service.

Provider of the service:

B&M Care Head Office, Old Town Court, 70 Queensway, Hemel Hempstead HP2 5HD

T: 01442 236020 | E: 

All complaints sent to the provider of the service will be acknowledged within 5 working days of receipt by our complaints manager, who will endeavour to respond within 20 working days.

Every effort will be made by the complaints manager to assist the complainant with the complaints procedure and by our service to rectify and learn from the complaint.

On completion of the investigation, the complaints manager will make arrangements to discuss with the complainant the outcome of the investigation: how it has been resolved, what actions were taken or are to be taken and will remind of the right to take the complaint to the Care Quality Commission or Local Government Ombudsman.

Where the complainant chooses to seek the help of the commissioner or the Care Quality Commission, the service will make every effort to work in conjunction with these agencies to arrive at a satisfactory resolution.

If the home cannot rectify the complaint to the complainant’s satisfaction, the complainant may at any stage contact the Care Quality Commission.

CQC National Contact Centre

National correspondence

BO Box 1258


NE99 5AU

T: 03000 616161


The Local Government Ombudsman

PO Box 4771



T: 03000 0610614