If you have a compliment or a complaint about any of the services we offer, we would be pleased to hear from you.

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Compliments:

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We would be delighted to hear about your positive experience.  Please write to the home directly on the above address or by emailing the home manager on: kelly.butler@tonbridgecare.com

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Complaint Procedure:

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Our commitment to our residents is to respond to any complaints or queries about the service we provide in a manner that is prompt, courteous and sympathetic.

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Should you have a matter you would like to bring to our attention, please ask for the home manager or the senior person on duty to assist you in the first instance.  Should you wish to familiarise yourself with the Chestnut Lodge Homes policy for dealing with complaints, please ask for a copy of this from the home manager, or alternatively you can click on the document link to download a copy.

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Once your complaint has been fully dealt with by the home, if you are not satisfied with the outcome you can refer your complaint to the local government ombudsman (LGO) and ask for it to be reviewed.  The LGO provides a free, independent service.

The LGO team can be contacted for information and advice or to register a complaint:

Telephone: 0330 061 0614

Email: advice@lgo.org.uk

Website: www.lgo.org.uk

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The LGO will not usually investigate a complaint until the provider has had an opportunity to respond and resolve matters.

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Our service 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 services at any time.  You can contact the CQC at:

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Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA
Tel: 03000 616161
Email: enquiries@cqc.org.uk

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