Summary Complaints Procedure

Introduction
Please find below a summary of our Complaints Procedure and flowchart should you need to make a complaint. A more detailed Complaint’s Policy is available on request.

Procedure

⦁ Please discuss any concerns you may have with the appropriate member of staff. They will try to resolve your concern immediately.

⦁ If you do not feel that your concern has been adequately addressed, and you wish to make a complaint please speak or write to:

⦁ You will receive written acknowledgment from the Home Manager regarding your complaint within 2 working days of receipt of your complaint.

⦁ The Home Manager may request a meeting with you in order to discuss your complaint.

⦁ Following a detailed investigation, you will receive a full response to your complaint within 20 working days of receipt of your complaint, or if the investigation is still on-going, you will receive a letter explaining the reason for the delay.

⦁ If you are not happy with the response to your complaint, let the Home Manager know that you are still not satisfied and explain why. If you then wish to request an internal appeal you should write to:

⦁ The Executive Director of Community and Complex Care will send you written acknowledgment of your request for an internal appeal within two working days of receipt of your complaint. We will then consider the complaint and review all the necessary documentation. You may also be invited to a meeting to discuss your complaint.

⦁ You will receive a full response from the Executive Director of Community and Complex Care regarding the outcome of the internal appeal within 20 working days of receipt of your complaint. In the event that the Executive Director of Community and Complex Care after consultation with the HMT Chief Executive Officer confirms the Home Manager’s original decision or if you are not satisfied with the alternative resolution offered – you have the right to refer the matter to:

⦁ It is best to make your complaint as soon as possible as memories will be fresher and it will be easier to investigate the facts.