What if I would like to complain?

Here is our complaints process:

1. Informal - First and foremost I want to make your time in my care smooth and as enjoyable as possible.  Should this not be the case please let me know as soon as possible.    If you are unhappy with the response or if at later date you wanted to raise a concern then the next step.

2. Formal complaint leading to an internal investigation.  Please write to my office or email. I will acknowledge receipt within 3 days and provide a written response within 20 working days.

3. External investigation. If not happy with a formal complaint outcome -   you can request an independent external adjudication by the Independent Sector Complaints Adjudication Service (ISCAS).  They can be contacted by: 

   Web: www.iscas.org.uk   

   Telephone: 020 7536 6091 

   Email: info@iscas.org.uk 

   Post:   Independent Sector Complaints Adjudication Service, CEDR, 3rd Floor 100 St. Paul’s Churchyard  London,  EC4M 8BU  

4.  If you have concerns about the quality or safety of care provided, you may also contact the Care Quality Commission (CQC). Whilst the CQC does not investigate individual complaints or provide dispute resolution, it welcomes information about services and may use this to inform its regulatory activities.

   Web: https://www.cqc.org.uk/contact-us/how-complain/complain-about-service-or-provider