Sanctuary Care Complaints

At Sanctuary Care we are committed to providing a high quality service. However we understand there may be times when things go wrong, in which case we rely on our customers to let us know.

Complaints give us invaluable information about how to improve our service and put things right so it is important that we know about any issues you have.

You can be confident that your complaint will not adversely affect you in the future and we will do our best to resolve your issue as quickly and as fairly as possible.

How to complain

In the first instance we would encourage you to raise the problem with the care home manager or person concerned as they will often be able to put things right quickly and simply.

If you do not feel comfortable doing this however, you can make a more formal complaint by contacting us via one of the below methods:

Email: care@sanctuary-housing.co.uk

Post:

Care Business Services
Sanctuary Care
Cameo House
Chamber Court
Castle Street
Worcester
WR1 3ZQ

Things to include in your complaint

Please ensure you include the following:

  • Your name, address and contact details (telephone and/or email)
  • What went wrong
  • When and where it happened
  • Who was involved and how
  • What, if anything, we could do to put things right

What happens next?

We have a three stage complaints process which is outlined below. Every complaint we receive follows the same process regardless of who it is sent to, to ensure we follow a fair process for everyone.

If, for any reason, we are unable to provide you with a full response within the stated timescales, you will receive a letter explaining the reason for the delay.

Stage 1

On receiving your complaint:

  • We will acknowledge your complaint within two working days of receipt.
  • We aim to investigate and provide a full response within 20 working days.
  • If you are happy with our response, we will close your complaint.
  • If you are unhappy with our response and wish to take the matter further, you need to let us know within 28 calendar days.
  • Your complaint will then progress to stage 2.

Stage 2

We will acknowledge your progressed complaint within two working days of receipt.

  • A Manager will investigate the matter further and will aim to give you a full response within 20 working days.
  • If you are happy with our response, we will close your complaint.
  • If you are unsatisfied with our response and wish to take the matter further, you need to let us know within 28 calendar days.
  • Your complaint will then progress to stage 3.

Stage 3

If you are still unhappy and want to take the complaint further, we will acknowledge your progressed complaint within two working days of receipt.

  • A Senior Manager will investigate the matter further and will aim to give you a full response within 20 working days.
  • If you are satisfied with our response, we will close your complaint.
  • If you are unsatisfied with our response at the final stage of our procedure and wish to pursue the matter further, you can contact the following:

If your care is:

Council funded - you should contact your local authority in the first instance.

Self-funded - you should contact your Local Government Ombudsman (LGO) using the below details for your complaint to be considered.

Local Government Ombudsman

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

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

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

Telephone: 0300 061 0614

Email: advice@lgo.org.uk

Website: www.lgo.org.uk

Care Quality Commission

Sanctuary Care’s services are regulated by the Care Quality Commission (CQC) which is the health and social care regulator for England. Whilst they do not investigate individual complaints, people can contact them with any comments they have about the care services we provide. The contact details for the CQC are as follows:

Telephone: 03000 616 161

Email: enquiries@cqc.org.uk

Post:

CQC National Correspondence
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA

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