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Informal Complaints

Informal complaints will be resolved in a timely and effective manner. Where this does not happen to the satisfaction of the complainant, they will be offered the opportunity to elevate the informal complaint to become a “Formal Complaint”.

Formal Complaints

Formal complaints should be made in writing using the Complaint Form or by sending a letter to the manager in which the writer states that they wish to make a complaint.

Complaints Process

The manager is responsible for the thorough investigation of all complaints and will take responsibility for ensuring that investigations undertaken by others are in line with the best practice standards required. Wherever possible the investigation will be completed within 28 days of receiving a formal complaint. If the investigation is to exceed this period, the manager will write to the complainant informing them of an extended conclusion date.

Following the completion of the investigation, the complainant will be provided, in writing or verbally where appropriate, with the findings of the investigation. Where the complainant remains dissatisfied with the outcome of the investigation this can be referred to the Director of Care Services

Care Inspectorate

If we are unable to resolve your complaint you can contact our Care Inspectorate office:
Care Inspectorate
Princes Gate
Castle St.
Tel: 01698 208 150
Care Inspectorate Complaints Webpage