Complaints

Making a complaint

We want to hear from you if you have a complaint about the services we provide. We always try to give you the best possible service, but sometimes things do go wrong. If this happens, we aim to put things right and learn from your complaint so it doesn’t happen again.

What do I need to do?

Please speak to the Home Manager in the first instance, alternatively you can report a complaint to us by:

How will you fix it?

Our complaints process has three stages:

  • Stage 1 - Front Line Resolution – this will be dealt with by the Home Manager and focuses on a swift resolution of the concerns raised.
  • Stage 2 – Investigation – this will be dealt with formally by the Regional Manager or equivalent and focuses on a detailed investigation into the concerns raised with a formal written response.
  • Stage 3 – Director Review – this will normally be dealt with by the Regional Director or equivalent and focuses on a review of the resolution so far rather than a second investigation into the original issue reported.

What can I expect?

When a complaint is reported to us, we aim to contact you within 2 working days to acknowledge your complaint and discuss your concerns if necessary.

Complaints will be responded to within the following timescales:

  • Stage 1 – within 10 working days
  • Stages 2 and 3 – within 20 working days

I’m still not happy...

If you are not happy with what we do to resolve your complaint, you can pursue the matter further, you can contact the following:

If your care is:

  • Council funded – you should contact the local authority who funds your care in the first instance.
  • Self funded – you should contact the Local Government & Social Care Ombudsman (LGSCO) for your complaint to be considered.

Local Government & Social Care Ombudsman

The Local Government & Social Care Ombudsman (LGSCO) provides a free, independent service and will consider your complaint if you are not satisfied with the way we have handled it.

The LGSCO will not usually investigate a complaint until we have been given the opportunity to respond and resolve matters.

You can contact the LGSCO Advice Team for information and advice, or to register your complaint on:

Our regulators

Sanctuary Care’s services are regulated by the health and social care regulators in:

  • England - the Care Quality Commission (CQC)
  • Scotland - the Care Inspectorate (CI)

You can contact the care regulators if you wish to discuss the service we provide:

Care Quality Commission (CQC)

CQC National Correspondence
Citygate, Gallowgate
Newcastle Upon Tyne
NE1 4PA

Tel: 03000 616161
CQC Website

Care Inspectorate (CI)

CI National Correspondence
Compass House
11 Riverside Drive
Dundee
DD1 4NY

Tel: 0345 600 9527
Care Inspectorate website

You can also write to any of the local offices, details of which can be found on the Care inspectorate offices page

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