Comments, Suggestions and Complaints  

Shenstone Hall will respond to comments, suggestions and complaints making it clear that the organisation welcomes the views of service users and will use all information from comments, suggestions and complaints to improve our services.

 

Comments, suggestions and complaints may be made in person in writing.  Any member of staff who is the first point of contact receiving a comment, suggestions.

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All written comments, suggestions and complaints should be passed to the supervisor/ manager.  

 

Supervisor/ manager   will contact the service user, or their representatives, within 5 working days – if necessary a holding response will be given while further investigation takes place.

 

Once your complaint has been fully dealt with by Shenstone Hall if you are not satisfied with the outcome you can refer your complaint to the Local Government Ombudsman (LGO) and ask for it to be reviewed. The LGO provides a free, independent service.

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Our service is registered with and regulated by the Care Quality Commission (CQC). The CQC cannot get involved in individual complaints about providers, but is happy to receive information about our services at any time. You can contact the CQC at: CQC Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA. Tel- 03000 616172​

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