Do you have a compliment or a comment?
Our aim is always to provide high quality services, so it’s great to hear if we are doing something well or to receive comments or suggestions about the way we do things.
If you have a compliment or a comment, please pass it onto the staff member you were dealing with, or their line manager. Alternatively, you can always let us know by filling in our feedback form (hard copy supplied on request from a member of staff) or you can fill in our online feedback form.
Do you have a complaint?
If you are unhappy with the quality of our service, or the manner in which the service was provided, please tell us about it.
How to make a complaint:
Stage 1
The first thing you should do is contact the staff member or line manager you were dealing with, and tell them the details of your complaint. We will try to resolve the complaint with you within 3 working days. Normally, the complaint is resolved at this stage.
Stage 2
If you are dissatisfied with our response, you can contact the Operations Director either in writing, by telephone, or by email. You can also use a feedback form. The Operations Director will acknowledge your complaint and will try to resolve your complaint within 10 working days. A nominated manager will be your contact point whilst we are dealing with your complaint.
Stage 3
If you are still dissatisfied you can ask for your complaint to be referred to the Managing Director. The nominated manager can do this on your behalf, or you can contact the Managing Director in writing, by telephone, by email, or you can use our feedback form (available at sites on request or online). We will respond to your complaint within 20 working days.
What to do if you are still dissatisfied with our response to your complaint:
If you are unhappy with our response once the Optalis process (outlined above) has been exhausted, you have the right to refer the matter to the Local Government Ombudsman. We can advise you about how to do this.
What to do if your service is regulated by the Care Quality Commission:
If your complaint is about a regulated service, i.e. a residential care home or a domiciliary care service, you can also contact the regulator; the Care Quality Commission. We can advise you about how to do this.
Address: Care Quality Commission, National Correspondence, Citygate, Gallowgate, Newcastle Upon Tyne, NE1 4PA
Tel: 03000 616161 Web: www.cqc.org.uk
Help and support when making a complaint:
If you need help or support when making a complaint, you can contact Webcas (West Berkshire Advocacy Service), who will provide assistance and support. Their contact details are:
Address: West Berkshire Advocacy Service, Suite 9, Market House, 19/21 Market Place, Wokingham, RG40 1AP
Tel: (0118) 979 2031 Web: www.webcas.org.uk
If you would prefer not to approach a member of staff you know, or if you are unhappy about a response you have received, you can ring us, or write in confidence to:
Address: The Operations Director, Optalis, The Old Forge, 45-47 Peach Street, Wokingham, RG40 1XJ
Tel: (0118) 974 6294
