COMPLAINTS PROCEDURE

At Mount Vernon Terrace, we strive to provide the highest quality care and support to our residents. However, if you are not satisfied with any aspect of our service, we encourage you to bring it to our attention so that we can resolve the issue.

This Complaints Procedure outlines the steps you can take to make a complaint and how we will handle it.

Step 1: Raising Your Concern

If you have a concern or complaint, please raise it with a member of our staff as soon as possible. In most cases, the issue can be resolved quickly and informally. If you are not comfortable speaking to a member of staff, you can contact the Home Manager or the person in charge of the care home.

Step 2: Formal Complaint

If your concern cannot be resolved informally, you may make a formal complaint by writing to the Home Manager or the person in charge of the care home. Your complaint should include the following information:

  • Your name, address, and telephone number
  • The details of your complaint, including dates and times if applicable
  • The names of any staff members involved
  • Any other relevant information

Step 3: Investigation

Once we receive your formal complaint, we will investigate it thoroughly and fairly. We will acknowledge receipt of your complaint within five working days and aim to provide a full response within twenty-eight days. During the investigation, we may need to ask you for further information or speak to other people who are involved.

Step 4: Resolution

After our investigation, we will provide a full response to your complaint, including the steps we have taken to resolve the issue and prevent it from happening again in the future. If you are not satisfied with the outcome, you may ask for the complaint to be reviewed by a higher authority within the care home.

Step 5: External Complaints

If you are not satisfied with the outcome of the internal review, you may make a complaint to an external body, such as the Care Quality Commission (CQC) or the Local Authority.

We take all complaints seriously and aim to resolve them as quickly and fairly as possible. Your feedback helps us to improve our services and provide the best possible care to our residents.

Contact Us:

If you have any questions or concerns about our Complaints Procedure, please contact us at info@mountvernoncare.co.uk.

Thank you for choosing Mount Vernon Terrace.