Our Complaints Policy
Meadowbanks Residential Care Home
Complaints Procedure
1. Introduction
T.L.Care (Havering) Ltd at Meadowbanks internal complaints procedure has been set up to ensure that all complaints are fully investigated and resolved quickly and efficiently to the satisfaction of all parties.
It is hoped that most complaints can be resolved informally, but if it is not possible, the procedure provides the opportunity for formal complaint. All residents have a legal right to make use of an advocate when making a complaint.
2. Informal Complaint - Step 1)
All complaints made verbally will be deemed to be informal complaints, and the complainant will be offered the opportunity to discuss the matter with the Manager.
3. Formal Complaint - Step 2)
If it is not possible to resolve the complaint informally to the complainant’s satisfaction, the resident will be asked to make a written formal complaint.
A written complaint should be addressed to the Manager. The complaint will be investigated. Should the complainant not be satisfied with the outcome the complaint will be forwarded to the Directors of T.L. Care (Havering) Ltd.
4. Further Action
If a resident still feels that their case warrants further investigation, they may contact:
The Care Quality Commission
National Correspondence
PO Box 1258
Newcastle upon Tyne
NE99 5AU
Telephone: 03000 616161
Email: enquiries@cqc.org.uk
5. Even Further Action
If even further action is required, the Local Government Ombudsman should be contacted via their website: lgo.org.uk. They can also be contacted on the helpline telephone number: 0300 061 0614