Complaints and Compliments

We believe that complaints and compliments are a valuable indicator of the quality of our service, and an opportunity to improve that quality. We assure all Service Users that no-one will be victimised for making a complaint, we encourage Service Users to instigate the complaints procedure

whenever they feel that this is necessary. We do not wish to confine complaints to major issues. We encourage  Service Users to comment when relatively minor matters are a problem to them, such as receiving  cold food, or being kept waiting without explanation, or being spoken to in a manner that they do

not  like. It is our policy that all matters which disturb or upset a Service User should be reported,  recorded, and corrective action should be taken. Only in that way can we work towards

meeting our  aim of continuously improving our service.

 Our commitment is that:

  • All complaints will be taken seriously;
  • All complaints will be acted upon with fairness and impartiality;
  • You will receive a response within 24 hours of the complaint being made, and a final reply within 28 days;
  • If the complaint is upheld, you will receive a written apology and appropriate action will be taken to rectify the complaint, and you will be informed of what that action is;
  • Service Users are entitled to involve an impartial third party in the complaint procedure if they so wish.

 Service Users and their representatives may take their complaints to persons in authority outside The  Home. For Service Users funded all or in part by Social Services or the Clinical Commissioning Group,  complaints may in the first instance be directed to them. For privately funded Service User, a range of  advocacy services are available locally and they will be happy to help you deal with the complaint.  In the event of a serious issue and complaint, you should contact the CQC or Director of Social  Services, Lewisham.

 We do encourage that matters of concern be first directed to the Registered Manager for their  attention but the following avenues are also available to promote impartiality:

  Care Quality Commission (CQC)                                                                                               National Correspondence                                                                                                       Citygate, Gallowgate                                                                                                             Newcastle upon Tyne NE1 4PA                                                                                                           Tel: 03000 616161 Fax: 03000 616171


 Director of Social Services:                                                                                                            Lewisham Social Services                                                                                                             Younger Adult Services                                                                                                                       2nd Floor Laurence House                                                                                                                         1 Catford Road                                                                                                                           Lewisham                                                                                                                                             SE6 4RU                                                                                                                                           London                                                                                                                                                 Tel: 0208 314 6174


 The Local Government Ombudsman                                                                                                PO Box 4771                                                                                                                                Coventry CV4 0EH                                                                                                                                Tel: 0845 602 1983 or 024 7682 1960                                                                                                  Fax: 024 7682 0001                                                                                                    


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