Complaints Procedure
If you feel that you have a complaint about the home or any member of staff, please do not make yourself unhappy about it, but talk to us straight away. You may report your complaint to:
a) Any member of staff
b) The manager of the home, Dawn Ellis
c)To a friend or relative, who can pass on your complaint for you
d) Mrs Samrai, the owner
The staff and owner of Haywood Oaks will always be happy to discuss your problem with you and try and solve it. If ever you wish to make a formal complaint in writing, assistance will be given to you if you need it. You will be kept informed of the progress of your complaint and this can be in writing if you wish.
Residents and relatives are encouraged to ask any member of staff for further information on any matter which they do not understand. If your complaint is about a member of staff, it can be dealt with in complete confidence if you wish, or the member of staff can be told of the problem if you prefer that. If a resident or relative feels that the problem still has not been properly resolved, they may complain by telephone or in writing to:
CSCI, Tottle road,
Riverside Business Park,
Nottingham,
NG2 1RT
Telephone: 0115 9340900
We hope, of course, that you will never have cause to complain, but if you feel unhappy about anything, come to us straight away and we will do all we can to sort things out for you and put your mind at rest.