Complaints

Whilst we aim to provide a quality service, we appreciate that from time to time things may go wrong.
In these cases you have the right to complain.

– You may complain in writing or verbally.
– A relative, a friend or your care worker may assist or complain on your behalf.

All complaints should be addressed to Peter Alderson & sent to the address above.

 

The company has the following complaints procedure:

Stage One :

On receipt of your complaint a senior member of staff will visit you within two working days.
He/she will discuss the matter with you and make a written report in your presence.  This will be
logged at the office in the Complaints Register and will be monitored there by the Registered
Manager.

If a solution is found at this stage no further action will be taken.

Stage Two:

If you are not satisfied at this stage this company will conduct a formal investigation and a report
will be sent to you.  This will take no longer than 14 working days.

Stage Three:

If you are not entirely happy with the way your complaint has been handled a further appeal may
be made to:

The Director of  Social Services
County Hall
Durham
DH1 5UG
Or
Care Quality Commission
City Gate
Gallowgate
Newcastle Upon Tyne
NE1 4PA

If there is still no resolution to the complaint it would then be passed to the Local Ombudsman.

Note: Current regulations require the company to report incidents involving the Police to the Care Quality Commission.

 

Compliments

If you or your family wish to compliment the company on our delivery of the care
service this may be done verbally or in writing to:

C. Taylor
Orchard Home Care Services Ltd
2 Ashfield Terrace
Chester-le-Street
Co. Durham
DH3 3PD

Alternatively you can complete the enquiry form which can be found here.