How to raise a concern or make a complaint

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 or the Village Manager.

Formal complaint

If the problem cannot be resolved informally, please write to the Village Manager or complete the form at the end of this leaflet.

Complaints procedure

Your complaint will be acknowledged within 3 working days and the Village Manager will offer to meet you to discuss your concerns. If you do not wish to contact the Village Manager, please write to the relevant Operations Manager (contact details available at Reception). We will investigate your complaint and send you our initial response within 15 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 3 working days. You will then be provided with our final decision in writing as soon as possible, and always within 15 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.

The Property Ombudsman
We will do everything we can to resolve your complaint. If you are not satisfied with our final decision, or we fail to provide a decision by the relevant deadline, you may refer your complaint to The Property Ombudsman. We will co-operate fully with The Property Ombudsman during any investigation and comply fully with their final decision, which will be binding on us. You should normally make any referral to The Property Ombudsman within 12 months of receiving our final decision.

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 independent review. If you feel we have not sought to address your complaint within 8 weeks, you may be able to refer your complaint to The Property Ombudsman to consider without our final viewpoint on the matter.

Useful contacts

Richmond Villages Operations Director

The Lodge, Richmond Villages, Hatherley Lane,
Cheltenham, Gloucestershire GL51 6PN
Tel:01926 679502
Email: [email protected]
www.richmond-villages.com

The Property Ombudsman

The Property Ombudsman Ltd
Milford House
43-45 Milford Street
Salisbury
Wiltshire
SP1 2BP
Tel:01722 333 306
www.tpos.co.uk

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.

Formal complaint
If the problem cannot be resolved informally, please write to the Village Manager or complete the form at the end of this leaflet.

Complaints procedure

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 the Village Manager, please write to the relevant Operations Manager (contact details available at Reception). We will investigate your complaint and send you our initial response within 10 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.

Ombudsman and Care Quality Commission
We will do everything we can to resolve your complaint. If you are not satisfied with our final decision, or we do not provide that decision by the relevant deadline, you may refer your complaint to the relevant ombudsman.

Useful contacts

Richmond Villages
Richmond Villages Operations Director
The Lodge, Hatherley Lane, Cheltenham,
Gloucestershire GL51 6PN
Tel: 01926 679 502
Email: [email protected]
www.richmond-villages.com

Care Homes Regulatory Office
Care Quality Commission (England)
Citygate, Gallowgate, Newcastle-upon-Tyne, NE1 4PA
Tel: 03000 616 161
www.cqc.org.uk

Government Ombudsman
Local Government & Social Care Ombudsman
(Private or local authority funded residents in England)
Tel: 0300 015 4033
www.lgo.org.uk/adult-social-care