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Complaint Policy

Middleton Hall Retirement Village strives to offer the highest standards and quality of service. Feedback from clients and their families is always welcome as it allows us to identify areas where we can improve as well as what we are already doing well.

Should you have a complaint or comment that you wish to make about any service we provide, however small, please inform the care team on duty or for non care issues, Reception in the first instance.

If you wish to take the matter further, please contact:

Care Issues

Debby Mcginnes
Registered Manager MHRV
Tel: 01325 332207
dl@mhrv.co.uk

Non Care / Operational Issues

Adam Wardale
Operations Director MHRV
Tel: 01325 332207
adam.wardale@mhrv.co.uk

Procedure

A written complaint will be acknowledged and an initial response provided in writing within a mutually agreed timescale.

  • If the matter is still unresolved or not to your satisfaction it will be passed on to:
    Colin Inglis (Care Director, Middleton Hall Retirement Village)
    E-Mail: ci@mhrv.co.uk         Tel: 01325 332207
  • Where necessary we will cooperate in the same way with anyone acting on your behalf. We will not treat you any differently if you make a complaint.
  • We will provide a final decision in writing within 28 calendar days of receiving a complaint, unless we have previously agreed a later deadline.
  • If you are dissatisfied with our final decision, or if we fail to provide that decision by the relevant deadline, you may refer the complaint to the relevant Ombudsman Service. We will co-operate fully with the Ombudsman Service during any investigation and comply fully with the resulting decision, which will be binding on us. You should normally make any referral within 12 months of receiving our final decision, to facilitate the Ombudsman’s investigation.
    • CARE issues: Local Government Ombudsman (LGO).  Tel: 0300 061 0614.  Web: www.lgo.org.uk.
  • In relation to CARE issues only, you may also wish to contact the following organisations. Please note that neither provides the same service as the Local Government Ombudsman.

Care Quality Commission
North East Region,
Citygate,
Gallowgate,
Newcastle Upon Tyne
NE1 4PA
Tel: 0300 0616 161
Email: enquiries@cqc.org.uk

 

Darlington Borough Council
Room 308,
Town Hall,
Darlington
DL1 5QT
Tel: 01325 406777
Email: complaints@darlington.gov.uk
(for social services clients only)

    • PROPERTY MATTERS for leaseholders: Property Redress Scheme (PRS).
      Tel: 0333 321 9418.           Email: info@theprs.co.uk.         Web: www.theprs.co.uk.
    • COMPLAINTS UNDER THE ARCO CONSUMER CODE: As an ‘ARCO approved operator’, we seek at all times to comply with the ARCO Consumer Code.  ARCO itself does not have a complaint handling function but has nominated The Property Ombudsman as its Alternative Dispute Resolution provider where we are unable to resolve satisfactorily any complaints about compliance with the code.

The Property Ombudsman – Milford House, 43-55 Milford Street, Salisbury, SP1 2BP.  Tel: 01722 333306.  Email: admin@tpos.co.uk

Certain complaints in relation to leasehold management may also be referred to the Residential Property First-tier Tribunal. We will provide you with contact details for the relevant office where your complaint appears to fall within their remit

August 2024

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