Complaints Procedure
At Oak Tree House, we are committed to providing high-quality care and support. We welcome feedback, including complaints, as this helps us improve our services. We take all concerns seriously and handle them fairly, confidentially, and promptly.
You will not be treated differently or unfairly for making a complaint.
If you are dissatisfied or concerned about our service, please speak to the Registered Manager in person to enable us to resolve your complaint immediately.
If you wish to make a formal complaint, please contact us in writing or by email.
Home Manager: Lyndsey Wood
Address: Oak Tree House, Oak Tree Estate Preston, HULL HU12 8UX
Phone: 01482899169
The company will respond to any complaints in writing within 3 working days and endeavour to resolve any complaints within two weeks.
If you are not satisfied with the outcome of your complaint, you can contact the Care Co-ordinator for your relative at the relevant Social Services Department. The manager will provide you with the full contact details.
If this is not satisfactory you may refer your concerns to the Care Quality Commission, the local area office can be contacted at:
CQC National Customer Service Centre
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA
Telephone: 03000616161
Website: www.cqc.org.uk
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA
Telephone: 03000616161
Website: www.cqc.org.uk
You may also refer your complaint to the Local Government Ombudsman for investigation. They can be contacted at:
Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH
Telephone: 0300 061 0614 or 0845 602 1983
Fax: 024 7682 0001
Email: advice@lgo.org.uk
Website: www.lgo.org.uk