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CONCERNS AND COMPLAINTS Despite our best intentions, occasionally things unfortunately can go wrong, or the service does not always meet your expectations. When this happens, we want to hear from you, and will do our best to put things right and make sure that lessons are learnt. LISTENING TO YOU LOCALLY LISTENING TO YOU REGIONALLY LISTENING TO YOU AT A SENIOR LEVEL If after this time you still feel we haven’t reached a resolution you can refer your complaint to an external body: ***For homes in Scotland you may refer to the Care Inspectorate at any point in the complaints process. STAGE 1 STAGE 3 STAGE 2 Local Government and Social Care Ombudsman PO Box 4771, Coventry, CV4 0EH 0300 061 0614 www.lgo.org.uk Public Services Ombudsman for Wales 1 Ffordd Yr Hen Gae, Pencoed, CF35 5LJ 0300 790 0203 [email protected] Jersey Care Commission 23 Hill Street, St Helier, Jersey, JE2 4UA 01534 445 80 [email protected] Care Inspectorate Compass House, Riverside Drive, Dundee, DD1 4NY 0345 600 9527 www.careinspectorate.com ENGLAND* WALES** JERSEY SCOTLAND*** *The Local Government Social Care Ombudsman (LGSCO) will only review complaints once all stages of Barchester’s process have been followed. The Care Quality Commission (CQC) do not have the powers to accept individual complaints or take them up on your behalf. The only exception to this is for people whose rights are restricted under the Mental Health Act.. COMPLAINTS CONCERNS HOW TO CONTACT THE CUSTOMER FEEDBACK TEAM EMAIL: [email protected] PHONE: 020 7382 2860 POST: Customer Feedback Team, Barchester Healthcare 3rd Floor, The Aspect, 12 Finsbury Square, London, EC2A 1AS PLEASE NOTE: **Care Inspectorate Wales are unable legally to investigate individual complaints or resolve disagreements between people and their service providers.

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Page 1: CONCERNS AND COMPLAINTS - Amazon Web …...CONCERNS AND COMPLAINTS Despite our best intentions, occasionally things unfortunately can go wrong, or the service does not always meet

CONCERNS AND COMPLAINTSDespite our best intentions, occasionally things unfortunately can go wrong, or theservice does not always meet your expectations. When this happens, we want to hearfrom you, and will do our best to put things right and make sure that lessons are learnt.

LISTENING TOYOU LOCALLY

LISTENING TOYOU REGIONALLY

LISTENING TO YOUAT A SENIOR LEVEL

If after this time you still feel we haven’t reached a resolution you can refer your complaint to an external body:

***For homes in Scotland you may refer to the CareInspectorate at any point in the complaints process.

STAGE

1STAGE

3STAGE

2

Local Government andSocial Care OmbudsmanPO Box 4771, Coventry, CV4 0EH0300 061 0614www.lgo.org.uk

Public Services Ombudsman for Wales1 Ffordd Yr Hen Gae,Pencoed, CF35 5LJ0300 790 [email protected]

Jersey Care Commission23 Hill Street, St Helier, Jersey,JE2 4UA01534 445 [email protected]

Care InspectorateCompass House, Riverside Drive,Dundee, DD1 4NY0345 600 9527www.careinspectorate.com

ENGLAND*

WALES**

JERSEY

SCOTLAND***

*The Local Government Social Care Ombudsman (LGSCO)will only review complaints once all stages of Barchester’sprocess have been followed. The Care Quality Commission(CQC) do not have the powers to accept individualcomplaints or take them up on your behalf. The onlyexception to this is for people whose rights are restrictedunder the Mental Health Act..

COMPLAINTS

CONCERNS

HOW TO CONTACT THECUSTOMER FEEDBACK TEAM

EMAIL: [email protected]

PHONE: 020 7382 2860

POST:Customer Feedback Team,Barchester Healthcare3rd Floor, The Aspect,12 Finsbury Square, London, EC2A 1AS

PLEASE NOTE:

**Care Inspectorate Wales are unable legally to investigateindividual complaints or resolve disagreements betweenpeople and their service providers.

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