Unfortunately with the best will in the world we do not get things right all of the time and we need you to tell us when we fall short of expected standards. If you have a complaint, please speak to your support worker. If you feel unable to discuss the problem with the member of staff undertaking the service, please telephone the office and ask to speak to the Care Manager and Proprietor Jo Billinghurst. A formal acknowledgement of your complaint will be sent to you within 2 working days, making every effort to resolve the complaint within 7 working days. In the instance of a more complex complaint you will be informed of the action to be taken within 28 days of the complaint being received.

If you feel that your complaint has not been dealt with appropriately or if you feel that the Care Quality Commission (CQC) needs to be made aware of your complaint they can be contacted at:

National Customer Service Centre:

Telephone: 03000 616161
Fax: 03000 616171

Opening hours are Monday to Friday, between 8.30am and 5:30pm.

Write to:

CQC National Customer Service Centre
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA