Complaints & Feedback
We are continuously striving to deliver high-quality care to our residents.
Residents are the heart of our home and everything we do. Somerforde accepts the rights of residents to make complaints and to register comments and concerns about the services received. By listening to the residents we care for, it welcomes complaints seeing them as opportunities to learn, adapt, improve and provide better services.
If a complaint alerts us to possible abuse or neglect, we will tell the Council’s adult safeguarding team. The safeguarding team will decide how to investigate and monitor outcomes.
Making the complaint
If you have a complaint or a concern about your relative/ friend living with us, you can write a letter or an email to the home manager – Emma Downes, or you can make the complaint verbally.
Somerforde Residential Care
2 – 3 Forde Park
Newton Abbot
TQ12 1DE
We endeavour to acknowledge complaints or concerns within 3 working days of receiving them. We will write to you or verbally agree a date to discuss how the complaint will be handled, how long it will take to investigate the problem and when you should get a response. If you do not wish to accept a discussion, we will put into writing the above.
Our policy is to ensure complaints are dealt with properly and that all complaints or comments by residents and their relatives, carers and advocates are taken seriously. Somerforde supports the idea that most complaints, if dealt with early, openly and honestly, can be sorted at a local level between just the complainant and the organisation.
If you are still unhappy with how the complaint has been resolved, ask to see our Complaints Policy & Procedure section where you will find further relevant contacts.