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Compliments Comments Complaints

Do you have a Compliment? Our aim is always to provide high quality services, so it’s great to hear if we are doing something well. If you have a compliment please pass it onto the staff member you were dealing with or their line manager. Alternatively you can always let us know by filling in our comments form within this leaflet.

Do you have a Comment? In making sure our services continually improve, it’s important to let us know of any comments you have. These could be suggestions as to how to make the service even better or particular comments about the way we do things. If you have a comment you can always pass it onto the staff member you were dealing with or their line manager. Alternatively you can let us know by filling in our comments form with this leaflet.

Do you have a Complaint? If you are unhappy with the quality of our service or the manner in which the service was provided, please tell us about it. You can do this either informally with the staff member you were dealing with or their line manager or, if you prefer, formally using the process below.

How to make a complaint • Stage 1 The first thing you should do is contact the staff member or line manager you were dealing with and tell them the details of your complaint. We will try to resolve the complaint with you within three working days. Normally the complaint is resolved at this stage.

• Stage 2 If you are not satisfied with our response or you wish to complain formally you can write directly to our head office or complete the form that comes with this leaflet. We will acknowledge your complaint and the Director of Service will try to resolve it within ten working days.

• Stage 3 If you are still not satisfied, you can write to our head office. Our Managing Director will review your complaint and try to resolve it within 20 working days. If you are dissatisfied with the outcome of our internal complaints procedure you have the right to take the matter to the Local Government Ombudsman.

Which service are you making a comment about? Please use the space below to describe your compliment, comment or complaint. Tear off this side and return to us via a member of staff or send directly to us at the address overleaf. If you need more room please attach another piece of paper.

Please carry on another sheet if necessary

Your Contact Details:

Your Name:

Your Address:

Your Telephone – Home: Mobile:

Your Email:

Our Contact Details: Quality Assurance & Performance Team Essex Cares 3rd Floor, Victoria House Victoria Road, Chelmsford CM1 1JR Tel: 0800 035 9770 Email:

Ombudsman Contact Details: Local Government Ombudsman PO Box 4771 Coventry CV4 0EH

Essex Cares’ Regaining Independence Service is regulated by the Care Quality Commission (CQC). You can contact CQC at anytime: Care Quality Commission National Correspondence Citygate, Gallowgate Newcastle upon Tyne NE1 4PA Tel: 03000 616161

The information contained in this leaflet can be translated, and/or made available in alternative formats, on request. Working with West Sussex County Council

Ref: QWS09 Version 2

Compliments, comments and complaints in West Sussex