How to make a complaint

Feedback

We love to hear from our customers and use all feedback as an opportunity to learn how we can improve our services, as well as understanding the things people appreciate most about Belong.

We have feedback cards in all our villages, available from reception and bistros, you can speak to any member of the team or drop us a note at any time. You can also email details of your feedback to customerfeedback@belong.org.uk

We also conduct an annual survey to gather more formal feedback from customers, relatives and professionals who work with Belong and will write to you with details each year.

How to Make a Complaint

Please let us know if you are unhappy about any aspect of our service so that we can do our best to put it right. All comments and complaints are welcomed – it is one of the ways in which we can improve.

You can complain in a number of ways:

In the first instance please speak with a member of staff who will try their best to resolve it for you. You will be informed if your complaint cannot be dealt with immediately.

Alternatively speak with a Village Manager who is best placed to address your concerns and to put things right for you.

If you still feel unhappy write to

‘Customer Feedback’, Belong Limited, Pepper House, Market Street, Nantwich, Cheshire, CW5 5DQ

or send an e-mail to customerfeedback@belong.org.uk

Your written complaint will be acknowledged and if necessary an investigation will be carried out by the relevant Manager.

You will receive a written response to your complaint within 28 calendar days

If you are not happy with the outcome of the complaint regarding the registered service care, you can write to the CQC:

CQC Northwest City Gate Gallowgate Newcastle upon Tyne NE1 4PA

Alternatively, obtain a copy of your Local Authority (LA) formal complaints procedure. Each LA has the address on their website. If you are unhappy with the outcome of the LA complaints procedure you can go to the Local Government Ombudsman.