Complaints Procedure

SERVICE USERS GUIDE TO OUR COMPLAINTS POLICY AND PROCEDURES

It is the right of any service user, resident, relative, friend or visitor to make a complaint or raise a concern about the organisation.

WHO WILL BE RESPONSIBLE FOR THE COMPLAINT

THE NAMED PERSON WITH RESPONSIBILITY FOR DEALING WITH YOUR COMPLAINT OR CONCERN FOR MELROSE HOUSE CULLERCOATS LTD IS THE HOME MANAGER

Mrs Marise Moat – Registered Manager

25 Beverley Terrace,

Cullercoats,

NE30 4NT

Email: info@melrosehouse.co.uk

Tel: 0191 2513259 Opt:1

Any complaint or concern raised with be investigated within 72 hours and a decision reached within 28 days.

Melrose House believes that wherever possible, complaints or concerns are best dealt with between the person and any other person involved.

If the complainant is still not satisfied and the complaint cannot be resolved after the Registered Managers response the complaint will be referred to the Service Provider

Mr Mark Holmes

25 Beverley Terrace,

Cullercoats,

NE30 4NT

Tel: 07932085867

If the complainant is still unhappy with the responses to the complaint this can be escalated to the following governing bodies.

CQC

City Gate, Gallowgate

Newcastle upon Tyne. NE1 4PA

Tel: 03000 616161

North Tyneside Council Contracts

Adult Social Care

Quadrant West, Silverlink North

Cobalt Business Park, North Tyneside

NE27 0BY

Tel: 0191 6437271