How to Make a Complaint
If someone raises a concern and is not satisfied with our response, we have a formal complaints process in place.
We are committed to the following principles:
- All complaints will be treated seriously and handled with fairness and impartiality.
- An immediate welfare check, safety assessment, and risk management process will be conducted.
- A formal acknowledgment of the complaint will be made within three working days.
- A detailed response, including findings and appropriate actions to address the issue, will be provided within 25 working days.
If clients or their representatives remain dissatisfied, they can escalate their concerns to external authorities such as the Clinical Commissioning Group or the Care Quality Commission (CQC).
Contacting the Care Quality Commission (CQC):
Address: Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA
Telephone: 03000 616161
Website: Visit cqc.org.uk and use the online contact form to get in touch.