Comments and Complaints

How to complain

Contact the person you have been dealing with, or the Manager of the service and explain what the problem is. You can do this in person, via email or telephone or by writing a letter.

Our commitment to you

  • We will acknowledge your complaint within 4 working days
  • Your complaint will be investigated and you will receive a detailed response within 28 working days
  • If you need support to make your complaint such as alternative formats or translation services we will support you to make your complaint
  • Complaints about our services will be reported to whoever funds that service
  • Depending on the nature of the complaint staff members may be suspended while we investigate fully
  • If there are delays we will keep you informed of the status of your complaint
  • Where actions are identified from your complaint, we will carry these out quickly
  • We will review all complaints regularly and ensure we learn lessons to keep improving our services

We hope that as a user of our services, a user of our facilities or anyone who works with Rose Road you find that we provide high quality care and support.

However there may be a time when you wish to make a complaint about our services and this will be treated seriously and promptly. It is important to us to understand what people want, and that you feel that we have listened to you. All complaints are treated seriously and making a complaint will not affect any of the services you or your family member receive from us.

We welcome comments and suggestions to help improve.

What if that doesn't solve the problem?

If you feel that our investigation has not resolved your issue you can request an appeal and our Chief Executive will review your complaint and provide you with a response within a further 28 days. If it is going to take longer we will let you know.

Still not satisfied?

You can take your complaint to the body that provides funding for the service. This is usually a care manager in your local authority Social Services department.

If you are dissatisfied with the way in which the local authority has responded, the Local Government Ombudsman investigates complaints in a fair and independent way. They can be contacted at:

The Local Government Ombudsman
PO Box 4771
Telephone: 0300 061 0614
Lines are open from 8.30am to 5.00pm Monday to Friday

Acorns residential service is also regulated by Ofsted. They can be contacted at:

Piccadilly Gate
Store Street
M1 2WD
Telephone 0300 123 4666

Oaks residential service and our Outreach service are also regulated by the Care Quality Commission (CQC). They can be contacted at:

Care Quality Commission
Finsbury Tower
103-105 Bunhill Row
Telephone 03000 616161

If you need this information in an alternative format or language please contact us and we will be happy to help.

Key contacts for each service:

Director of Services (for Outreach, Activity Schemes and Respite) – Sarah Marshall
Business Development Director (for Facilities) Louise Clarke
Director of Family Services – Carol Dixon
Respite Services Registered Manager: Tina Fullbrook (Oaks and Acorns)
Chief Executive: Juno Hollyhock
The Rose Road Association
The Bradbury Centre
300 Aldermoor Road
SO16 5NA
Telephone: 023 8072 1234

The Rose Road Association

Bradbury Centre
300 Aldermoor Road
SO16 5NA

Tel: (023) 8072 1234
Fax: (023) 8051 3473

Registered Charity Number 276172

Registered with Fundraising Regulator
© 2002-2019 The Rose Road Association, All Rights Reserved.