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.

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.

The Home Manager is responsible for managing complaints and they may seek the advice of the Quality Assurance Manager and Hospitality Services Manager.

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.

If you are not happy with the outcome or response to your complaint, please write to the Director of Care & Service Development, Royal Star & Garter, 15 Castle Mews, Hampton TW12 2NP 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 will be open and transparent in their findings.

A number of external organisation’s contact details are listed here:

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:

London Region

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

Or text ‘callback’ to 0762 481 1595

www.lgo.org.uk

Last update: 03.02.2020