Complaints Procedure

QQ4 Complaints, Suggestions and Compliments Policy and Procedure

Purpose

Procedure
INFORMAL COMPLAINTS

1. STEP 1

If you wish to make an informal complaint please contact the Office Manager 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.

2. STEP 2
If the issue is not resolved fully to your satisfaction you can ask that the matter be referred to Head of Clinical Services.

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 Head of Clinical Services.

2. STEP 2

The Head of Clinical Services will inform you of any developments and actions taken within 5 working days.

3. STEP 3

If you are still not satisfied with the procedure you can take your complaint further. You can lodge an appeal with A Chance for Life Ltd which will be reviewed by the Director.

4. STEP 4

If you wish to seek external advice, you can send your complaint to CQC, Social Services, or the Local Government Ombudsman.

STATEMENT ABOUT COMPLAINTS
A Chance for Life Ltd will always aim to resolve your complaint/s inhouse. If you are not fully satisfied, you can contact any of the following services in writing or by telephone:

Adult Social Care Services Cumbria Safeguarding Hub (children)
3rd Floor, Cumbria House Skirsgill Depot
117 Botchergate Penrith
Carlisle CA1 1RD Cumbria CA10 2BQ
Tel: 0300 303 3249 Tel: 0333 240 1727

CQC
Email: enquiries@cqc.org.uk Tel: 03000 616161
www.cqc.org.uk
Local Government Ombudsman: Tel: 0300 061 0614
www.lgo.org.uk

APPEALS

 

 

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