Common use of Formal Complaints Clause in Contracts

Formal Complaints. 22.1 We appreciate that occasions may arise when you wish to suggest changes to the Services you receive or to make a complaint. 22.2 In the first instance, you or your Representative should notify the CEO or Registered Manager of your complaint and discuss this at a meeting with him or her. You can also submit anonymous feedback. 22.3 However, if you or your Representative are dissatisfied with the response you receive at the meeting and wish to make a formal complaint, you should follow the procedure below: Step 1 Please submit a formal written complaint to the CEO, who will then attend a meeting with you to discuss your concerns with the intention of agreeing a course of action with you to address those concerns. Step 2 If your complaint is not settled to your satisfaction within 30 days of the date of your meeting with the CEO, then your complaint should be put in writing to the Chairman of the Association (‘Chairman’). The Chairman will discuss your concerns with the CEO and/or Registered Manager and then attend a meeting with you or your Representative to discuss your concerns with the intention of agreeing a course of action with you to address those concerns. Step 3 If the complaint is still not concluded to your satisfaction within 30 days of the date of your meeting with the Chairman of the Association, then a complaint about the Association or the Home can be made to: Care Quality Commission National Correspondence Xxxxxxxx Xxxxxxxxxx Xxxxxxxxx-xxxx-Xxxx XX0 0XX or Local Government and Social Care Ombudsman Phone: 0000 000 0000 Text: 0000 000 0000 Phone: 00000 000000 Email: xxxxxxxxx@xxx.xx.xx Online: xxxxx://xxx.xxx.xxx.xx/complaint- form

Formal Complaints. ‌ 22.1 We appreciate that occasions may arise when you wish to suggest changes to the Services you receive or to make a complaint. 22.2 In the first instance, you or your Representative should notify the CEO or Registered Manager of your complaint and discuss this at a meeting with him or her. You can also submit anonymous feedback. 22.3 However, if you or your Representative are dissatisfied with the response you receive at the meeting and wish to make a formal complaint, you should follow the procedure below: Step 1 Please submit a formal written complaint to the CEO, who will then attend a meeting with you to discuss your concerns with the intention of agreeing a course of action with you to address those concerns. Step 2 If your complaint is not settled to your satisfaction within 30 days of the date of your meeting with the CEO, then your complaint should be put in writing to the Chairman of the Association (‘Chairman’). The Chairman will discuss your concerns with the CEO and/or Registered Manager and then attend a meeting with you or your Representative to discuss your concerns with the intention of agreeing a course of action with you to address those concerns. Step 3 If the complaint is still not concluded to your satisfaction within 30 days of the date of your meeting with the Chairman of the Association, then a complaint about the Association or the Home can be made to: Care Quality Commission National Correspondence Xxxxxxxx Xxxxxxxxxx XxxxxxxxxCitygate Gallowgate Newcastle-xxxxupon-Xxxx XX0 0XX Tyne NE1 4PA or Local Government and Social Care Ombudsman Phone: 0000 000 0000 Text: 0000 000 0000 Phone: 00000 000000 Email: xxxxxxxxx@xxx.xx.xx Online: xxxxx://xxx.xxx.xxx.xx/complaint- form

Formal Complaints. 22.1 We appreciate that occasions may arise when you wish to suggest changes to the Services you receive or to make a complaint. 22.2 In the first instance, you or your Representative should notify the CEO Managing Director or Registered Manager of your complaint and discuss this at a meeting with him or her. You can also submit anonymous feedback. 22.3 However, if you or your Representative are dissatisfied with the response you receive at the meeting and wish to make a formal complaint, you should follow the procedure below: Step 1 Please submit a formal written complaint to the CEO, Managing Director who will then attend a meeting with you to discuss your concerns with the intention of agreeing a course of action with you to address those concerns. Step 2 If your complaint is not settled to your satisfaction within 30 days of the date of your meeting with the CEO, Managing Director then your complaint should be put in writing to the Chairman of the Association (‘Chairman’). The Chairman will discuss your concerns with the CEO Managing Director and/or Registered Manager and then attend a meeting with you or your Representative to discuss your concerns with the intention of agreeing a course of action with you to address those concerns. Step 3 If the complaint is still not concluded to your satisfaction within 30 days of the date of your meeting with the Chairman of the Association, then a complaint about the Association or the Home can be made to: Care Quality Commission National Correspondence Xxxxxxxx Xxxxxxxxxx XxxxxxxxxCitygate Gallowgate Newcastle-xxxxupon-Xxxx XX0 0XX Tyne NE1 4PA or Local Government and Social Care Ombudsman Phone: 0000 000 0000 Text: 0000 000 0000 Phone: 00000 000000 Email: xxxxxxxxx@xxx.xx.xx Online: xxxxx://xxx.xxx.xxx.xx/complaint- form