How do we deal with complaints?
Our complaints policy is displayed in the Home. If a Resident or person acting on his / her behalf wishes to make a complaint about the Home, it should be made to a senior staff member in the first instance.
If the matter is not satisfactorily resolved within one week then it should be taken up with the Manager. The Manager may seek advice from Leeds Social Services, Contracts and Complaints department in order to resolve the matter expeditiously.
If the matter cannot be resolved, within a period of one month, it can be referred to the Local Government Ombudsman (LGO). The LGO provides free, independent service and can be contacted for information and advice, or to register your complaint:
The LGO will not usually investigate a complaint until the provider has had an opportunity to respond and resolve matters.
Oaklands is registered with and regulated by the Care Quality Commission (CQC).
The CQC cannot get involved in individual complaints about providers but is happy to receive information about our services at any time. You can contact the CQC at:
Care Quality Commission National Correspondence
Citygate,
Gallowgate
Newcastle upon Tyne
NE1 4PA
T: 0300 0616161
Contact Manager
Gresh Hardowar
14 Pinfold Ln
Mickletown Methley
Methley
Leeds
LS26 9AB
T: 01977 515451
