Complaints Procedure

As a Client of The Manse you are in the care of the staff at the Home, the Local Authority and Social Services.

If you have a complaint of any nature please follow the procedure as outlined below.

• Inform the staff on duty. If they are unable to assist at the level you require they will arrange a meeting for you with the Manager.
• Written records of complaints will be kept in the designated file.
• Confidentiality and respect are adhered to at all times.
• An investigation will be made on your behalf and the appropriate action taken within 24 hours. You will be informed of the outcome when the investigation is complete, which will usually be within 28 days.

If you feel there is still reason for further complaint as the matter has not been dealt with in the manner you require, you can write contact:

Care Quality Commission (CQC)

Yorkshire & Humberside

PO Box 1254

Newcastle upon Tyne

NE99 5AR

Tel:  03000 616161    Fax:  03000 616171      Email:  enquiries.yorkshirehumber@cqc.org.uk

State your complaint clearly, the name of the agency and any action already taken.

The matter will be investigated further in accordance with the Department of Health’s “No Secrets” policy and the “Whistleblowing” policy, which states that all those making a complaint/ allegation/ expressing concern will be taken seriously, treated with confidentiality and support with protection offered if required.  You will be kept informed of the action taken and the outcome.

Should you feel your complaint has still not been dealt with accordingly, you can contact:

Parliamentary Commission for Administration
The Ombudsman
Millbank Tower
Millbank
London
SW10 4UP

The commissioner is the Ombudsman acting on your behalf.  If you have made a complaint and you are not satisfied they will investigate the matter further for you, in order to reach a satisfactory conclusion.