Complaints Policy

It is the Trustees wish that all verbal and written complaints are responded to in a swift and effective manner, ensuring fairness for all.

Complaints can be addressed to the Chief Executive or the Director of Care who are responsible for investigating complaints.  They will ensure the following procedures.

  • Respond to complaints
  • Oversee investigations
  • Draft a response
  • Ensure a resolution
  • Complaints, where applicable, will be used as a learning process

If a successful resolution is not achievable at an early stage they can be referred to the Trustees.

 

Make a complaint using our contact form

Complaints may also be addressed directly to the Care Quality Commission.

Care Quality Commission
Citygate
Gallowgate
Newcastle
NE1 4WH

www.cqc.org.uk

Tel: 03000 616161