Complaints Procedure
We are committed to providing high-quality care and service at all times. If something is not right, we want to know so we can put it right quickly and learn from the experience.
Raising a concern or complaint
You can raise a concern or complaint at any time. There is no time limit, though we recommend raising concerns as soon as possible so we can address them promptly.
How to make a complaint
You can:
- Speak directly to any member of staff
- Contact our Home Manager, Margaret Whitfield
- Call us on 07700 900 234 or email margaret@rosewood.house
- Write to us at 14 Bishopswood Road, Highgate, London N6 4NY
Our approach
All complaints are:
- Treated seriously and with respect
- Handled confidentially and sensitively
- Investigated fairly and thoroughly
- Responded to within 28 working days (or agreed alternative timescale)
What happens next
Upon receipt of your complaint, we will acknowledge it within 2 working days. Our Home Manager will investigate and keep you updated throughout the process. We aim to resolve matters at this stage.
If you are not satisfied with our response, you can request a further review or escalate your concern to external bodies (see below).
External contacts
If you are not happy with our handling of your complaint, you can contact:
- Care Quality Commission (CQC): www.cqc.org.uk — independent regulator of care services
- Local Safeguarding Team: Contact your local authority safeguarding service
- NHS England Complaints: If the complaint relates to healthcare provided at our home
Learning from complaints
We take complaints as an opportunity to learn and improve. All complaints are reviewed by our management team, patterns are identified, and changes are made to prevent similar issues arising in future.