Complaints Procedure

We want our service to match your needs and your expectations, and we will be welcoming any comments you may wish to make. If you wish to complain or make a comment about the service you are receiving, please follow the steps below.

  • If possible, please discuss with your support staff, if she/he is unable to resolve the problem, please ask to speak to the Registered Manager.
  • Your complaint will be recorded and you will be informed of an outcome within 21 days.
  • You may wish to put your complaint in writing and you can ask a friend or relative to help write it out. If possible, please sign it. Alternatively the Registered Manager can help you to put your complaint in writing. She will then give you a copy so that you can agree it is an accurate record.
  • If you are unhappy with the response you receive you can then contact the CQC or your local authority.

Care Quality Commission South East
Newcastle upon Tyne
Telephone No. 03000 616161