Complaints Handling Procedures.

We take all complaints very seriously and try to ensure all our patients/services users are pleased with their experience of our service. Where patients/service users have complained to you, you should always make sure that the initial complaint is dealt with courteously. Where possible the complaint should be dealt with promptly to ensure that it’s resolved as quickly as possible.

All complaints should be handled in a caring and sensitive way. The person responsible for dealing with any complaints is the Area Manager. Where a Customer complains by telephone or in person we will listen to their complaint and offer to refer them to the Area Manager immediately.

If the Area Manager isn’t available then the customer will be told when they will be able to talk to the General Manager and arrangements will be made for this to happen.