How to make a complaint

If you’re not happy, we’d like to hear about it

At Hope For Future Care, we do everything we can to make sure our residents get the best possible care, but occasionally we get things wrong. If you have a concern or a complaint, we want to resolve it quickly and simply.

If you’re unhappy about any aspect of the services we provide, please talk to us. By talking to the member of staff you usually deal with, their manager, or the home manager, we can often clear up any issues quickly and agree with you on what to do next.

If it’s not possible to sort out your concern in this way and you wish to make a formal complaint about Hope For Future Care, this leaflet explains how to do it.

If the complaint you wish to make is about another organisation, our staff will provide you with information about how to make this type of complaint.

How should you complain?

If, for any reason, you do not wish to talk to local staff, or you have already done so, and the problem remains, you should put your complaint in writing or complete the form at the end of this leaflet and send it either to the home or to our Risk and Governance team at our head office. Contact details are on the back page of this leaflet and are also on display in the home.

If you wish to call our Registered Manager at 07877 774403, you can call 24 hours a day, Monday through Sunday. If they are not reachable, please leave a message, and your call will be returned as soon as possible.

Alternatively, you can submit your feedback to the registered manager via our website, at https://www.hopeforfuturecare.co.uk/submit-complaint/

Hope For Future Care Complaints Procedure

The complaint procedure has two stages.

Stage One: Local Resolution

In most cases, your complaint will be managed locally within the care home. However, in cases of complaints that don’t relate specifically to the care home or staff, such as a complaint about Hope For Future Care advertising, for example, you may receive correspondence from members of our head office team.

A full investigation will be conducted, and every effort will be made to send you a full response within 20 working days from the date of receipt of your complaint. On the rare occasion when this isn’t possible, we will provide an update on the progress made and explain the reason for the delay. This letter will also indicate when the investigation will be completed.

Stage Two: Escalation

If you’re not satisfied with the response you receive at stage one, you can contact our Registered Manager to request an internal review by a member of the senior management team. A member of our management team will acknowledge your request within 2 working days of receipt and confirm who will be conducting the internal review.

This person will review the handling of your complaint at stage one and conduct further investigations where necessary. They will then contact you within 20 working days of receiving your request to let you know the outcome of that review.

We will do everything we can to help resolve your complaint. If we cannot do so and have exhausted our internal processes, you may wish to contact the appropriate regulator or ombudsman.