Anchor Homes Complaints Procedure

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When a complaint is received in the home, the home manager records the relevant details in the complaints book. If the complaint is not resolved locally it is escalated to Stage 1.

Stage 1

This stage of the complaint is handled by the business services team

Upon receiving an escalated complaint, or receiving a complaint directly, the business services team will acknowledge receipt of the complaint in writing within one week

If the complaint remains unresolved after four weeks, the complainant is not satisfied with the outcome or if they request an escalation at any point, the complaint is escalated to Stage 2

Stage 2

The chief operating officer will acknowledge receipt of the complaint in writing within one week

If matters cannot be resolved within four weeks the complainant should be informed in writing of the progress to date

If the complaint remains unresolved, the complainant is not satisfied with the outcome or if they request an escalation at any point, the complaint is escalated to Stage 3

Stage 3

The managing director of care services will acknowledge receipt of the complaint in writing within one week

The managing director of care services will discuss the situation with the complainant and agree a mutually convenient date and venue for an appeals panel to meet and consider the complaint. The appeals panel should be made up of three Anchor board members and should be chaired by the managing director of care services

If the complainant is not satisfied with the appeals panel decision, the managing director of care services must advise them of the appropriate external bodies to contact.

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