What should I do if I have a problem or complaint or I want to pay a compliment or make a suggestion?

If you have a problem or complaint about a care home you should try to resolve it by speaking to a member of staff at the care home first. You can also speak to the person in charge of running the home who will usually be called the manager. The care home will have a complaints procedure which you can use to make a complaint if you need to. If you make a complaint about the care home this should not affect the attitude of staff at the care home towards you. If you have a concern or complaint about a care home and prefer to tell someone confidentially you can tell the Care Quality Commission who will deal with your complaint: CQC National Correspondence Citygate, Gallowgate, Newcastle upon Tyne NE1 4PA Telephone: 03000 616161 Email: enquiries@cqc.org.uk Website: www.cqc.org.uk The council is striving to provide you with quality services you deserve and to help us do this; we need you to tell us what you think about the care services you receive. You can make a complaint, compliment, comment or suggestion about the care home or the help which you have received from us. You can do this by contacting the Complaints Team: Telephone: 01302 736000 Fax: 01302 737510 Email: comments&complaints@doncaster.gov.uk Website: www.doncaster.gov.uk Customer Services Performance Team PO Box 251, Civic Office, Waterdale, Doncaster DN1 3BU You can also visit any of Doncaster Council’s Customer Service Centres, receptions and offices, or use Doncaster Link. If you are not satisfied with the councils response you can contact: The Local Government Ombudsman, PO Box 4771, Coventry CV4 0EH Telephone: 0300 061 0614 Fax: 024 7682 0001 Text: “call back” To: 07624 804323 Email: advice@lgo.org.uk

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