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CONCERNS AND COMPLAINTSDespite our best intentions, occasionally things unfortunately can go wrong, or theservice does not always meet your expectations. When this happens, we want to hearfrom you, and will do our best to put things right and make sure that lessons are learnt.
LISTENING TOYOU LOCALLY
LISTENING TOYOU REGIONALLY
LISTENING TO YOUAT A SENIOR LEVEL
If after this time you still feel we haven’t reached a resolution you can refer your complaint to an external body:
***For homes in Scotland you may refer to the CareInspectorate at any point in the complaints process.
STAGE
1STAGE
3STAGE
2
Local Government andSocial Care OmbudsmanPO Box 4771, Coventry, CV4 0EH0300 061 0614www.lgo.org.uk
Public Services Ombudsman for Wales1 Ffordd Yr Hen Gae,Pencoed, CF35 5LJ0300 790 0203ask@ombudsman-wales.org.uk
Jersey Care Commission23 Hill Street, St Helier, Jersey,JE2 4UA01534 445 80enquiries@carecommission.je
Care InspectorateCompass House, Riverside Drive,Dundee, DD1 4NY0345 600 9527www.careinspectorate.com
ENGLAND*
WALES**
JERSEY
SCOTLAND***
*The Local Government Social Care Ombudsman (LGSCO)will only review complaints once all stages of Barchester’sprocess have been followed. The Care Quality Commission(CQC) do not have the powers to accept individualcomplaints or take them up on your behalf. The onlyexception to this is for people whose rights are restrictedunder the Mental Health Act..
COMPLAINTS
CONCERNS
HOW TO CONTACT THECUSTOMER FEEDBACK TEAM
EMAIL: feedback@barchester.com
PHONE: 020 7382 2860
POST:Customer Feedback Team,Barchester Healthcare3rd Floor, The Aspect,12 Finsbury Square, London, EC2A 1AS
PLEASE NOTE:
**Care Inspectorate Wales are unable legally to investigateindividual complaints or resolve disagreements betweenpeople and their service providers.
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