Complaints policy
We aim to provide the best possible care and service, and your views are important to us. If there is something you are not happy about, or you can see an area in which improvement is needed, please tell us.
To make a complaint you can inform us either verbally, in a letter, telephone, via an email or during a meeting.
Surbiton | |
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By letter: | The Home Manager, Royal Star & Garter, Upper Brighton Road, Surbiton. KT6 6JY |
By telephone: | 020 8339 5100 |
Solihull | |
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By letter: | The Home Manager, Royal Star & Garter, Tudor Coppice, Solihull, B91 3DE |
By telephone: | 0121 711 6330 |
High Wycombe | |
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By letter: | The Home Manager, Royal Star & Garter, Hughenden Avenue High Wycombe, HP13 5GG |
By telephone: | 01494 927 555 |
You can also send us an email to complaints@starandgarter.org, or if you prefer you can send us a message using the form below.
If more appropriate, please ask a friend, relative or advocate to assist you.
There is a suggestion box at Reception if you prefer to make an anonymous complaint or comment. On notice boards in care areas we ask if you have any feedback and to contact the Home Manager if you do.
You can also ask the Home Manager for a copy of our full complaints policy.
Who will manage the complaint?
The Home Manager is responsible for managing complaints and they may seek the advice of the Deputy Home Manager or Clinical Lead.
What happens next?
You will receive a letter of acknowledgement to a written complaint within 3 working days of the complaint being received. We can also provide a written acknowledgement to verbal complaints.
A full written response will be provided by the Home Manager within 14 working days from the date of the acknowledgement letter. If the investigation is likely to take longer, you will be kept informed. The letter will provide comprehensive details of the investigation into the matters raised and advise you of the final outcome. The complaint will be fully investigated by someone independent of the situation.
What if I am not happy with the outcome?
If you are not happy with the outcome or response to your complaint, please write to the Director of Care & Wellbeing, Royal Star & Garter, Hughenden Avenue, High Wycombe HP13 5GG who will carry out further investigations and will write to you within working 14 days (of the complaint being referred) to advise you of the outcome. The Director of Care & Wellbeing will be open and transparent in their findings.
Is there anywhere else I can go to?
A number of external organisation’s contact details are listed here:
Surbiton
Healthwatch Kingston upon Thames
2nd Floor, Siddeley House, Suite 3
50 Canbury Park Road
Kingston upon Thames
KT2 6LZ
020 8974 6629
If your care is funded in part or whole by the local authority then contact:
Adult Social Care Services
The Royal Borough of Kingston Upon Thames
Guildhall
High Street
Kingston
KT1 1EU
Tel: 020 8547 5005
Solihull
Age UK
Raleigh House
14 Nelson Road
New Malden
KT3 5EA
Tel: 020 8942 8256
Healthwatch Solihull
Enterprise Centre
1 Hedingham Grove
Chelmunds Cross
Chelmsley Wood
Solihull
B37 7TP
Tel: 0808 196 3912
If your care is funded in part or whole by the local authority then contact:
Adult Social Care Services
Solihull Council
Council House
Manor Square
Solihull
B91 3QB
Tel: 0121 704 8007
High Wycombe
Age UK – Buckinghamshire
145 Meadowcroft
Aylesbury
HP19 9HH
Telephone: 01296 431 911
Email: age@ageukbucks.org.uk
Healthwatch Bucks
PO Box 958
OX1 9ZP
Tel 01494 324832
Email: info@healthwatchbucks.co.uk
If your care is funded in part of whole by the local authority then contact:
Buckinghamshire Adult Social Care
County Hall
Walton St
Aylesbury
HP20 1UA
Tel: 01296 383 204
Email: adultearlyhelpteam@buckscc.gov.uk
For information and advice see https://careadvice.buckinghamshire.gov.uk/
Nationally
Independent Age
18 Avonmore Road
London
W14 8RR
Tel: 0800 319 6789
Parliamentary and Health Service Ombudsman
If your care is fully funded by the NHS, you can complain to the Parliamentary and Health Service Ombudsman
Tel: 0345 015 4033
https://www.ombudsman.org.uk/making-complaint
Care Quality Commission (CQC)
The Care Quality Commission (CQC) is a public body responsible for regulation of Care Homes. They are unable to deal with individual complaints but are interested to hear your views:
Citygate
Gallowgate
Newcastle
NE1 4PA
Tel: 03000 616 161
Fax: 03000 616 172
If you are still unhappy with the response you could contact:
The Local Government and Social Care Ombudsman (LGO)
The LGO can review a complaint and provides a free, independent service for people who fund their own care:
The Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH
Advice Team Tel: 0300 061 0614
www.lgo.org.uk/contact-us
Last update: 4.8.2025