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Feedback

We welcome all forms of feedback from customers and residents, whether positive or negative.

We will treat all feedback seriously, review it, and use it to promote continuous improvement in our services.

 

This complaints procedure is designed to deal with complaints effectively, delivering a speedy, responsive, accessible and user-friendly service. We will not treat you any differently if you make a complaint. We will cooperate in the same way with an intermediary acting on your behalf.

Step 1

Please discuss your concerns informally with the relevant member of staff or supervisor at the earliest possible opportunity.

Step 2

If your complaint is regarding Rangeford Care, please write to the Village Care Manager. A complaint form may be downloaded here

The Care Manager will acknowledge your complaint within 24 hours and investigate the matter. If appropriate, and if you agree, the Care Manager may arrange a meeting for you with relevant staff to discuss the matter before responding to you. In any case the Care Manager will respond to you within 10 working days.

For complaints not related to Rangeford Care, please go to Step 3.

Step 3

If you remain dissatisfied with our informal response (step 1) or, if relevant, the formal response from the Care Manager (step 2), please write to the Village Manager. A complaint form may be downloaded here

The Village Manager will acknowledge your complaint within 24 hours and investigate the matter. If appropriate, and if you agree, the Village Manager may arrange a meeting for you with relevant staff to discuss the matter before responding to you. In any case the Village Manager will respond to you within 10 working days.

Step 4

If you remain dissatisfied with the Village Manager’s response please inform us and we will escalate your complaint to the Chief Executive Officer of Rangeford Holdings Ltd. The Chief Executive Officer will provide our final decision within a further 10 working days. If at any step we require more time to investigate the matter or respond, we will agree a new response deadline with you. We will always provide a final decision in writing within 56 calendar days of receiving a complaint, not including any time that you may take in deciding whether to seek escalation, unless we have previously agreed a later deadline with you.

If at any step you tell us that you are not satisfied with our response, we will not require you to write in again in order to pursue the complaint through the escalation procedure.

Step 5

If you remain dissatisfied with our final decision or we fail to provide that decision by the relevant deadline, you may refer your complaint to the relevant Ombudsman Service. We will co-operate fully with the Ombudsman Service during any investigation and comply fully with the resulting final decision, which will be binding on us.

 

Village Contact Details:

For complaints relating to Wadswick Green

The Pavilion, Wadswick Green, Corsham, SN13 9FN

Village Manager | feedback.wg@WadswickGreen.co.uk

Rangeford Care Manager | feedback.care@RangefordCare.co.uk

 

For complaints relating to Siddington Park

The Pavilion, Wadswick Green, Corsham, SN13 9FN

Village Manager - feedback.sp@Rangeford.co.uk

 

Ombudsman Contact Details:

For complaints relating to adult social care

The Local Government Ombudsman

0300 061 0614 | www.lgo.org.uk

For complaints relating to property

Property Redress Scheme

0333 321 9418 | www.theprs.co.uk