Customer Service - Compaints
The best resolution of any complaint is one which is prompt, relevant and effective. To this end, in the first instance, service users and/or their representatives are encouraged to raise the matter.
For a straightforward and easily resolved matter, an approach to a member of staff immediately on hand may be entirely sufficient. If this is not the case, then the resident and/or their representative should raise the matter with the Home's matron and if this does not bring a satisfactory resolution, then Mr and Mrs Lamb should be referred to.
In the event that the matter is not resolved to the resident's satisfaction in this way, the issue may be raised by writing to:
Care and Social Services Inspectorate Wales (C.S.S.I.W.)
North Wales Region
Broncoed House
Broncoed Business Park
Wrexham Road
Mold
CH7 1HP
www.cssiw.org.uk
In the event of a resident being dissatisfied with the outcome of the Local Authority Complaints Procedure, a formal written complaint about an injustice may be sent to:
The Local Ombudsman Officer (Commissioner for Local Administration)
Derwen House
Court Road
Bridgend
Mid Glamorgan
CF31 1BN