Complaints and Protection

We have a complaints procedure, although we provide a happy, caring and safe environment, we are aware that sometimes problems may occur..

In a situation where a resident, relative or visitor is unhappy, the Registered Nurse or Senior Care Assistant on duty will be able to answer your concerns or complaints.

If the matter is not resolved to your satisfaction then the Manager will be able to help and will look into the matter, coming back to you within 48 hours or perhaps a little longer.

The homes operate an open door policy and welcome comments and feedback to ensure that we continue to provide an excellent and person centred service for all.

If you remain unsatisfied with the outcome from the homes manager, your concern or complaint can be escalated to the Directors who will look into the matter and discuss the outcomes with you. Should you wish, you may take your complaint to CQC (details below)

Or to Access Point or the local Safeguarding Hub (via the links below):

Care Quality Commission
CQC South East
Newcastle-upon-Tyne NE1 4PA

Tel: 03000 616161
Email contact: