If something is wrong, we want to hear about it. We would much rather know early, while we can still put it right, than find out later that someone was unhappy and said nothing. Raising a concern will never affect the care a resident receives.
Talk to us first
Most things are resolved on the spot. Speak to any member of staff, or ask for the manager, Sallyann Colwill. You can also call 01752 660048 or email info@chatsworthcare.co.uk.
Making a formal complaint
If you would rather put it in writing, or if talking to us has not resolved it, write to the Registered Manager at Chatsworth Residential Home, Dormy Avenue, Mannamead, Plymouth PL3 5BE. Tell us what happened, when, who was involved and what you would like us to do about it.
We will acknowledge your complaint within three working days, look into it properly, and write to you with our findings and what we are going to do. We aim to complete this within twenty eight days. If it is going to take longer than that we will tell you why and keep you updated.
If you are still not satisfied
You can ask the Local Government and Social Care Ombudsman to look at your complaint. They are independent and free to use. Visit lgo.org.uk or call 0300 061 0614.
You can also tell the Care Quality Commission about your concerns. The CQC cannot investigate individual complaints, but it uses what people tell it to decide where and when to inspect. Visit cqc.org.uk or call 03000 616161. Our CQC location reference is 1-23420250969.
Advocacy
If a resident needs support to make a complaint, we can put them in touch with an independent advocate, and we will help arrange it.