Daneswood welcomes the right of service users and their representatives to make complaints; they are viewed as constructive criticism of the service we provide.

In the first instance a complaint should be directed either to the senior person on duty or to any other person with whom the service user or their representative feels comfortable. The complaint, the actions to resolve the complaint and the proposed timescale will be recorded in writing. The timescale should be within 28 days except in exceptional cases. A copy of this letter will be given both to the person making the complaint and to the manager.

The Manager will discuss the complaint at the earliest opportunity with all those involved and take appropriate action to resolve the issue. The Manager will keep records of each complaint, actions taken and the time it took to resolve the matter in the Complaints file which is available for inspection by the Commission for Social Care Inspection.

It is envisaged that the majority of complaints will be resolved at this stage but, if the complainant is still not satisfied with the response or it is inappropriate for this route to be followed, for example if the complaint was directly about the Manager, complaints can be directed to either the Responsible Individual, Dr Peter Gardner, or to the Commission for Social Care Inspection.

Dr Peter Gardner
Appleford Ltd
C/o Appleford School
Shrewton
Nr Salisbury
Wiltshire
SP3 4HL

The Commission for Social Care Inspection
Colston 33
33 Colston Avenue
Bristol
BS1 4UA
Tel 0117 930 7110
Fax 0117 930 7112