Complaints

Stapleford View COMPLAINTS POLICY

At Stapleford View there is an open door policy which allows any complaints to be discussed in an open manor.

What is a complaint?

A complaint is when you inform the management you are not satisfied with the quality or type of service you are receiving.

Who can complain?

Everyone reserves the right to complain whether you are a resident, staff member, family and friends, professional visitor or a member of the public.

How can you complain?

You can complain in writing, an email, over the phone or in person.

What will happen next?

A member of management will take any complaints seriously and investigate in line with the home’s complaints procedure. This may involve contacting you to ask additional questions. All complaints will receive a response within 28 days.

If you are not satisfied with the progress of your complaint or the outcome, you can raise your complaint with the CQC:

Care Quality Commission

Tel: 03000 616161

Email: [email protected]

All persons making a complaint will be notified of the results of the investigations and any actions taken in writing.