Your Rights

How to make a complaint

There may be times when you are unhappy about something or someone. Please do not keep it to yourself. We want to hear from you, and we will deal with every complaint fairly and promptly.

• Call 01424 436359

• Email homemanager@hrvab.org.uk

• We aim to respond Within 28 days

If you are a resident

• Speak to your carer or the senior carer on duty, as soon as you can, either at the time or afterwards

• If you are not happy with their response, ask to speak to the Registered Manager

If you are a family member or friend

Please speak to the Registered Manager, or the most senior member of staff on duty, and then put your complaint in writing, either by email to homemanager@hrvab.org.uk or by post to:

• Post Registered Manager, Healey House, 3 Upper Maze Hill, St Leonards-on-Sea, East Sussex TN38 0LQ

We will look into your complaint and aim to resolve it within 28 days, and we will write to you with the outcome.

You can also contact HRVAB’s Chief Executive on 01424 436359, or speak to the Chairman or any Trustee when they visit the home. It is only by knowing about problems that we can improve.

If you are still not satisfied

• East Sussex Health and Social Care Connect 0345 60 80 191, HSCC@eastsussex.gov.uk

• Local Government and Social Care Ombudsman 0300 061 0614, www.lgo.org.uk, PO Box 4771, Coventry CV4 0EH

• Care Quality Commission 03000 616161, enquiries@cqc.org.uk, Citygate, Gallowgate, Newcastle upon Tyne NE1 4PA. CQC does not investigate individual complaints, but it wants to hear about your experience.

No one will ever be treated less favourably for raising a concern. Every complaint helps us to improve the care we give.

Contact us