Complaints

The Home will provide and operate a simple, clear and accessible complaints procedure; take all necessary action to protect individual’s rights and make every effort to protect individual’s from every sort of abuse and from the various possible abusers. We understand complaints to be an expression of dissatisfaction requiring a response, communicated verbally, electronically, or in writing. Complaints may be made by any users of the service, their family or advocate acting on their behalf, with their consent or in their best interests.

We take complaints very seriously and will aim to put things right that have gone wrong and learn lessons to avoid the problem happening again. We will comply with legislation, national guidelines, regulations and best practice when managing complaints and suggestions and a systematic approach will be taken with all aspects of complaints and suggestions. We will acknowledge a complaint within 72 hours; keep you informed about the progress of the investigation, and aim to resolve issues within 7 working days unless we agree a different time scale with you.

The Registered Manager is the main point of contact for receipt, investigation and management of complaints within Home and will ensure the procedure for raising a complaint is accessible and displayed prominently in the Home and within the Statement of Purpose and guides. In the event of you wishing to make a complaint, or needing further informationon your rights and standards, you may wish to contact the following organisations:  

• Care Inspectorate for Wales (CIW): at South East Wales Regional Office, Government Buildings, Rhydycar, Merthyr Tydfil. CF48 1UZ
• Caerphilly County Borough Council: at Directorate of Social Services and Housing, Tredomen House, Tredomen Park, Ystrad Mynach, Hengoed. CF82 7WF - as the main purchasers/commissioners of these services or appropriate Local Authority purchaser as necessary.