Complaints

Please refer to Appleberry Care’s policy on Complaints and Compliments for full details.  Hard copies are available from the administrative offices.

Summary of How to Make a Complaint

1. In the first instance complaints should (where possible) be made directly to the care worker on an informal basis.  If the complaint is not dealt with or actioned to the satisfaction of the service user then a more formal approach should be made in writing
2. If the informal complaint is not dealt with according to the satisfaction of the complainant then the more formal complaint should be made, in writing, by a service user or a person acting on behalf of the service user to Mrs Cheryl Higgins, Care Manager, Appleberry Care, 23-25 High Street, Burnham, Bucks.  SL1 7JD
3. The registered provider will ensure that every complaint made under the complaints procedure is investigated thoroughly
4. The registered provider will inform the person who has made the complaint of the outcome of the investigation within 28 days.
5. The registered person will maintain a copy of each complaint, including details of any investigations and the outcome and any action taken
6. The complaint records shall be kept up to date and in good order
7. The complaint records will be kept in a secure manner
8. The complaint records will be kept for a period of not less than 3 years beginning on the date of the last entry for that particular complaint.
9. If felt necessary, the disciplinary procedure will be initiated.

If at any stage you are unsatisfied with the way the complaint has been dealt with then you may, as a last resort, contact The Director, Appleberry Care, 23-25 High Street, Burnham, Bucks.  SL1 7JD.  01628 662123

What happens if you are still unhappy?

If you are still unhappy with this decision you can at any time complain to the Care Quality Commission (CQC), the regulatory body for an independent investigation of the matter.  Addresses and contacts are shown on the front of this document. enquiries.southeast@cqc.org.uk