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.
Please discuss your concerns informally with the relevant member of staff or supervisor at the earliest possible opportunity.
If your complaint is regarding Rangeford Care, please write to the Village Care Manager. 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.
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. 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.
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 28 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.
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.
Ombudsman Contact Details:
For complaints relating to adult social care
The Local Government Ombudsman
0300 061 0614
For complaints relating to property
Property Redress Scheme
0333 321 9418