Complaints, Comments and Suggestions

Careline Lifestyles is committed to providing high-quality services and is constantly seeking ways to improve that quality.

Your comments, compliments, suggestions or complaints are always welcome and we take pride in responding to them quickly, effectively and honestly.

All comments, compliments, suggestions or complaints should be made to the Home Manager who is responsible for complaints and quality.

Complaints will be treated seriously and dealt with as soon as possible.

Verbal complaints will be responded to immediately. All comments will be carefully considered and responded to on an individual basis.

Written complaints will be acknowledged and responded to as soon as possible. Head Office will investigate the complaint and send the complainant a letter outlining the result within 28 days. If the matter is complex and cannot be resolved within 28 days the complainant will be informed.

You may complain directly to the Care Quality Commission - contact details: Citygate, Gallowgate, Newcastle Upon Tyne, NE1 4PA Tel: 03000 616161

Careline Lifestyles view complaints as an opportunity to identify anything that is going wrong in our organisation and to make it right. You can help us by keeping a look out for any problems and letting us know about them as soon as possible. Your comments and suggestions for improvements are always welcome.