Lycette Care believes that every member of staff and service users in a Lycette Care establishment has the right to complain and have their complaint investigated.
Complaints are about quality and should be welcomed and recognized as part of the process of continued improvement which enhances the quality of our service.
Management information gained from the investigations of complaints can help identify problems and enable changes to be made which will benefit everyone within the service.
Our procedure is founded on the principal of accountability, our response to a criticism or complaint must be accessible, thorough, informed, timely and courteous.
If you are complaining about one of our registered establishments, you can, should you wish to do so, complain directly to CSCI. Their address is
Management welcomes complaints and views them as a positive part of a quality assurance programme.
All efforts should be made to assist a complainant in resolving the complaint informally.
Informal complaints should be talked over with the management, the complainer and the staff they complained to in the first place, if applicable.
If appropriate, outcomes and any changes to working practices should be instigated as soon as informal investigations are completed.
If the complaint is not resolved to the satisfaction of the complainant at stage one, the complaint should be put in writing within 7 working days after the response and signed by the complainant. This may be done by the person themselves or by someone acting on their behalf and should be given to the management. The complaint will be acknowledged within 3 working days. The complaint will be fully investigated as a matter of urgency. A verbal response will be given if appropriate. In all cases, this will be followed up in writing, within 20 working days of the management receiving the complaint form.
Appeals against the response at stage 2 will be accepted within 14 working days of the decision.