[To be reviewed by Care of Excellence] This page is a working draft and will be reviewed by Care of Excellence before launch.
We welcome all feedback, and we treat every concern seriously. If something has gone wrong, telling us is the quickest way to put it right.
Step one: talk to us
For a minor concern, call Suzan Reeves (Registered Manager) or Melissa Griffiths (Operations Manager) on 07951 789995, Monday to Friday, 09:00 to 16:00. Most concerns are resolved the same day.
Step two: make a formal complaint
If the matter is more serious, or you are not satisfied after speaking to us, please put your complaint in writing to Suzan Reeves at Ludlow Mascall Centre, Lower Galdeford, Ludlow, Shropshire SY8 1RZ, or email enquiries@careofexcellence.co.uk. You can also use the enquiry form, choosing “Complaint”.
We will acknowledge a written complaint within 7 days and send a full written response within 28 days. If we need longer, we will tell you why and when to expect our reply.
Step three: outside help
If you remain unhappy with our response, you can ask the Local Government and Social Care Ombudsman to look at your complaint. The Ombudsman is independent and free to use. You can find its current contact details, and complain online, at lgo.org.uk.
You can also share your experience with the Care Quality Commission (CQC). The CQC does not investigate individual complaints, but it uses feedback to decide when and where to inspect services.
Advocacy and support
If you would like help making a complaint, you can ask a family member, friend or an independent advocate to speak for you. Please tell us if you would like us to help you find advocacy support.
What we will do
We record every complaint, investigate it openly, apologise where we got things wrong, and change our practice so the same thing does not happen again. Complaints are reviewed by our management team as part of our quality monitoring.