How to raise a concern or make a complaint

We are committed to resolving complaints in a speedy, responsive, accessible and user-friendly way. Our complaints procedures are set out below.

Concern or informal complaint
If you are unhappy about any aspect of our services, please speak informally to the member of staff you usually deal with, their manager, the Care Home Manager or the Village Manager.

Care Matters Complaints Procedure
This 'Care Matters complaints procedure' applies to our Care Home residents and to residents who receive domiciliary care in our independent living properties.

Your complaint will be acknowledged within 2 working days and the Village Manager will offer to meet you to discuss your concerns.

If you do not wish to contact staff at the Village, please contact one of the Operations Managers instead. Please ask at reception for the name and contact details for the relevant Operations Manager if you wish to complain to them direct rather than to the Village Manager.

We will investigate your complaint and send you our initial response within 20 working days. If we need more time, we will explain why and agree a new deadline with you.

If you are not satisfied with our initial response, please let us know and we will escalate the matter internally to the Operations Director. The Operations Director will acknowledge the escalated complaint within 2 working days. You will then be provided with our final decision in writing as soon as possible, and always within 20 working days, unless we have previously agreed a later deadline with you.

We will cooperate in the same way with an intermediary acting formally on your behalf. We will not treat you any differently if you make a complaint.

You may also contact the CQC about care. The CQC does not investigate complaints or offer redress but takes them into account in determining its inspection programme.

We will do everything we can to resolve your complaint. If you are not satisfied with our final decision, you may refer your complaint to the Local Government & Social Care Ombudsman.

We will cooperate fully with the Ombudsman during any investigation and comply fully with their final decision, which will be binding on us.

Local Government & Social Care Ombudsman

Tel: 0300 015 4033

Care Quality Commission (England)

Tel: 03000 616 161

Residential Sales Complaints Procedure

If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).

What will happen next?

  • We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
  • We will then investigate your complaint. This will normally be dealt with by the Village Manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter. The Village Manager will also offer to meet with you to discuss your complaint.
  • If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by the Operations Director.
  • We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:

The Property Ombudsman Ltd
Milford House
43-45 Milford Street
Tel: 01722 333 306

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.

Richmond Villages Operations Director

The Lodge, Richmond Villages, Hatherley Lane,
Cheltenham, Gloucestershire GL51 6PN
Tel: 01926 679502

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