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      We are committed to providing the highest possible quality of service. However, we understand that sometimes things go wrong and you may wish to make a complaint.

      What is a complaint?

      A complaint can be defined as:
      “an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents.”

      Who can make a complaint?

      Our complaints process is intended for residents, or prospective residents, of houses and homes that we directly manage and their representatives, but it applies to any stakeholder who wishes to make a complaint about one of our services or any other aspect of Abbeyfield The Dales Limited. If you need assistance, please email info@abbeyfieldthedales.co.uk and we will direct your complaint to the appropriate person(s).

      How to complain

      If something goes wrong, your first course of action should be to raise the issue directly with the relevant manager or staff member concerned. In many cases, they will often be able to put things right very quickly and simply and no further action will be required. Please tell us what went wrong, how you would like the matter to be resolved and your name, address and contact details so we can keep you up-to-date.

       

      However, if you do not feel comfortable doing this, or you are dissatisfied with the initial response, you can make a complaint in many ways – and you don’t have to put it in writing if you don’t want to.

       

      By email: info@abbeyfieldthedales.co.uk

      By post: Complaints. Abbeyfield The Dales Limited, Grove House, 12 Riddings Road, Ilkley, LS29 9BF

      By telephone: Each site has their own telephone number, which you can find in the ‘Locations’ option towards the top of the screen.

      Contact form: Select the ‘Contact’ option towards the top of the screen.

       

      If you have any difficulty in raising a complaint using the above methods, please let us know and we will make all reasonable adjustments necessary to enable you to make your complaint and to support you to get it resolved. Our full complaints policy is linked in the ‘Associate documents’ section at the bottom of this page.

      What happens when you complain

      We will acknowledge your complaint in writing within two working days. The acknowledgement will set out our understanding of your complaint, the desired outcomes you are seeking, and provide you with the name of the manager who will be investigating the complaint at Stage 1 of our process, known as the Investigating Officer. The Investigating Officer will provide a full written response within 10 working days, unless a later date is confirmed with you.

       

      If you remain dissatisfied following this response, you can ask for your complaint to be escalated for a review by a Director at Stage 2 of our complaints procedure.

       

      All complaints will be treated confidentially, and information will only be shared with staff as necessary to the investigation.

      You have the right to expect:

      Your complaint to be handled promptly and efficiently.

      The process to be transparent and fair.

      To be treated with respect at all times.

       

      In developing our complaints process, Abbeyfield The Dales Limited has adopted the principles outlined in the Housing Ombudsman’s Complaint Handling Code (launched April 2024), and guidance from the Local Government and Social Care Ombudsman. In line with the Housing Ombudsman’s Code, we complete an annual self-assessment of our complaint handling procedures.

      You can download the full self-assessment here.

      Associated documents

      Comments, Compliments & Complaints Policy

      Abbeyfield The Dales Code of Conduct

      Compliments

      We also really like to hear feedback on what we do well or an Abbeyfield colleague who has really help make a difference to you so we can share your feedback with them, so please do let us know. Compliments let us know where and how we are succeeding in providing good service and provide examples of good practice that we are committed to sharing with our residents and throughout the organisation.

      Please do share your feedback with using the same contact methods above.

      .

      Updated 28/10/2024

      • Content © 2024 Abbeyfield
      • Registered Charity No. 1160258
      • Registered Company No. 9008680
      • Registered Office: Grove House, 12 Riddings Road, Ilkley, LS29 9BF
      • Registered in England & Wales