Talk to us

Talk to us

At the Huntercombe Group we welcome your comments, good or bad, so please feel free to get in touch with us. The sooner you tell us about any issues, the quicker we can put things right.   We also love to hear positive things about our staff and services – please feel free to share these things too!

What happens if I’m unhappy with something?

We may be able to deal with any worries straight away and solve the problem there and then.  This is called ‘informal resolution’, and lots of issue are resolved at this stage.

If you wish to raise a formal complaint, this will be written down and given to the Registered Manager or complaints person.

You have a right to have your complaint properly investigated. We will contact you within three working days to let you know what is happening with your complaint, and we will investigate and respond to you as soon as we can.  We aim to do this within 20- 25 working days. We will let you know if we need longer to investigate.

Still unhappy?

If you are not happy with the response you receive to your complaint, you can contact:

Our Complaints Team

For England:

If you remain unhappy you can ask the Parliamentary and Health Service Ombudsman to look at your complaint if it relates to a service based in England.

You can also contact the Care Quality Commission (CQC) at any time about an experience – good or bad.

The contacts for both organsations are as follows:

Parliamentary and Health Service Ombudsman

Millbank Tower, Millbank, London SW1 4QP
0345 015 4033

Care Quality Commission (CQC)

03000 616161

For Scotland:

For our Scottish sites, you need to contact the Scottish Public Services Ombudsman.

You can also contact Care Inspectorate Scotland (for care homes) or Health Improvement Scotland (for hospitals) at any time about an experience – good or bad.

The contacts for these organisations are as follows:

Scottish Public Services Ombudsman (SPSO)

Freepost SPSO, Edinburgh, EH7 4NS
0800 377 7330

Care Inspectorate Scotland

0345 600 9527

Health Improvement Scotland

0131 623 4342 (10am-2pm, Monday-Friday)