If as a service user, relative or visitor you feel there is cause for complaint, you should first discuss this matter with the person in charge of the service users care. If the matter is in your opinion a serious one or if you remain dissatisfied, you can put your complaint in writing to the Home Manager who will record the complaint and take the necessary action according to our policy which can be found in each service users bedroom, in the information folder. The General Manager will aim to investigate and contact you with the result of the investigation within 28 days.
If after this investigation you are still not satisfied or you feel that the complaint is of a serious nature and you wish to speak to an Inspecting Officer, then you should contact the Care Inspectorate Wales Office or the Social Work department of the local council being Newport, Torfaen or Caerphilly. Details of the Care Inspectorate Wales area office are displayed within the entrance to the Home or within our Complaints Policy.