Making a complaint or giving compliments

We believe that complaints and compliments are a valuable indicator of the quality of our service, and an opportunity for us to improve that quality.

We assure our User Members and their representatives that no one will be victimised for making a complaint and we encourage User Members to instigate the complaints procedure whenever they feel that it is necessary. We do not like to confine complaints to major issues.

We encourage User Members to comment when relatively minor matters are a problem to them, such as receiving cold food, getting kept waiting without explanation or being spoken to in a manner that they do not like. It is our policy that all matters which disturb or upset our User Members should be reported, recorded and corrective action should be taken. Only in that way can we work towards meeting our aim of continuously improving our service. 

Our commitment is that: 

  • All complaints should be taken seriously. 
  • All complaints will be acted upon with fairness and impartiality 
  • You will receive a response within 24 hrs of the complaint being made, and a final reply within 28 days. 
  • If the complaint is upheld, you will receive a written apology and appropriate action will be taken to rectify the complaint, and you will be informed of what the action is. 

User Members are entitled to involve an impartial third party in the complaint procedure if they wish. 

The User Members or their representatives may take their complaints to the persons in authority outside CCCV if they are not happy with the results they have been given.  

User Members funded all/part by Social Services or Clinical Commissioning Group, complaints may in the first instance be directed to them.  

For privately funded User Members, a range of advocacy services are available locally and they will be happy to help you deal with the complaint.   

Please contact us for either complaints or compliments:

If preferred or in addition, you can also contact Care Quality Commission (CQC). 

Care Quality Commission 
National Correspondence 
City Gate, Gallowgate 
Newcastle upon Tyne 
NE1 4PA 

Tel: 03000 616161