Complaints Procedure

QM2 External Complaints, Suggestions and Compliments Policy and Procedure

 

Purpose

 

Scope

 

Policy

 

Procedure

INFORMAL COMPLAINTS

  1. STEP 1

If you wish to make an informal complaint please contact Head Office in the first instance, who will ensure that the relevant person receives the details of your complaint.

The relevant person should be able to resolve the issue for you.

  1. STEP 2

If the issue is not resolved fully to your satisfaction, you can ask that the matter be referred to the Registered Manager or the Director.

 

If the issue is still not resolved fully to your satisfaction, you can make a formal complaint.

 

FORMAL COMPLAINT

  1. STEP 1

If you would like to make a formal complaint you should make the complaint in writing to the Registered Manager or the Director.

  1. STEP 2

The Registered Manager or the Director will register the complaint and provide you with an acknowledgement of the complaint within 3 working days.

  1. STEP 3

The Registered Manager or the Director will inform you of any developments, actions taken and outcome of the complaint in writing within 28 working days.

  1. STEP 4

If you are still not satisfied with the procedure, you can take your complaint further. By sending your complaint to CQC, Social Services, or the Local Government Ombudsman.

 

Contact details for the Local Government Ombudsman:

Telephone:                0300 061 0614

Web:                         www.lgo.org.uk

 

Complaints to the Local Government Ombudsman must usually be made within twelve months.

 

STATEMENT ABOUT COMPLAINTS

A Chance for Life Ltd will always aim to resolve your complaint/s in-house. If you are not fully satisfied, you can contact any employee in person/ by letter/or telephone.

Alternatively, you can contact:

Adult Social Care Out of Hours telephone: 01228 526690

If you have concerns about a child in Cumbria, telephone 0333 2401727.

CQC:

Email: enquiries@cqc.org.uk ,or,

Online: www.cqc.org.uk.

 

APPEALS

If you are not happy with our investigation and wish to appeal against the decision made you can take your case to the Local Government Ombudsman.

Alternatively, if you are not happy with the result of your complaint you can ask us to review it and we will send you a FINAL RESPONSE LETTER within 28 working days of receipt of your appeal.

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