Making a Complaint and Giving Compliments

·    We believe that complaints and compliments are a valuable indicator of the quality of our service, and an opportunity to improve that quality. We encourage Service Users to instigate the complaints procedure whenever they feel that this is necessary. We do not wish to confine complaints to major issues. We encourage Service Users to comment when relatively minor matters are a problem to them, such as receiving cold food, or being kept waiting without explanation, or being spoken to in a manner that they do not like. It is our policy that all matters which disturb or upset a Service User should be reported, recorded, and corrective action should be taken. Only in that way can we work towards meeting our aim of continuously improving our service.

·    Our commitment is that:

o  All complaints will be taken seriously;

o  All complaints will be acted upon with fairness and impartiality;

o  You will receive a response within 24 hours of the complaint being made, and a final reply within 28 days;

o  If the complaint is upheld, you will receive a written apology and appropriate action will be taken to rectify the complaint, and you will be informed of what that action is;

o  Service Users are entitled to involve an impartial third party in the complaint procedure if they so wish.

·    Service Users and their representatives may take their complaints to persons in authority outside The Agency. For Service Users funded all or in part by Social Services or the Clinical Commissioning Group, complaints may in the first instance be directed to them. For privately funded clients, a range of advocacy services are available locally and they will be happy to help you deal with the complaint. In the event of a serious issue and complaint, you should contact the CQC. 

Advocates

·    Service Users have the right to access external agents who will act in their interests to help them solve problems, discuss concerns etc. The Registered Manager will be happy to provide information on local advocacy groups and other support networks.

·    Some of those currently known to us are:

o  Age UK Norfolk

Non-Profit Organisation

Address: 300 St Faiths Rd, Norwich NR6 7BJ

Phone:01603 787111

Rethink Bridges

Non-Profit Organisation

Address: The Vauxhall Centre, Johnson Place, Norwich NR2 2SA