Feedback and Complaints

Please get in touch with us if you have any feedback on our service or our fundraising, whether positive or negative. We are always keen to hear your feedback, thoughts and celebrate or share special moments. You can use our feedback form below.

Complaints

We hope that however you contact us, you find that we provide a high quality service.

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 for us to understand what people want, and that you feel listened to. All complaints are treated seriously – if you are a service user or family member, making a complaint will not affect any of the services you receive from us.

We believe that by listening we can develop, learn and change so thank you for getting involved.

How to make a complaint

Contact the person you have been dealing with or the Manager of the service to explain what the problem is. You can do this in person, via email (details below), by phone or by writing a letter, or you can use our feedback form.

Senior Managers

Head of Care: Tina Fullbrook - tinafullbrook@roseroad.org.uk

Head of Fundraising: Chloe Atkins - chloeatkins@roseroad.org.uk

Estates Manager: Mark Duncan - markduncan@roseroad.org.uk

Chief Executive: Steve Swift - steveswift@roseroad.org.uk

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.

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?

If you are a service user or family member 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
Coventry
CV4 0EH

Telephone: 0300 061 0614

Lines are open from 8.30am to 5.00pm Monday to Friday
www.lgo.org.uk

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

Ofsted
Piccadilly Gate
Store Street
Manchester
M1 2WD

Telephone: [0300 123 4666](tel:0300 123 4666)
Email: enquiries@ofsted.gov.uk
Website: www.ofsted.gov.uk

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
London
EC1Y 8TG

Telephone: 0300 061 6161
Email: enquiries@cqc.org.uk
Website: www.cqc.org.uk

Our work as a charity

Complaints about our fundraising activities can be raised with the Fundraising Regulator. Please contact us if you need this information in an alternative format or language.

Contact us

The Rose Road Association
The Bradbury Centre
300 Aldermoor Road
Southampton
SO16 5NA

Telephone: 023 8072 1234
Email: askus@roseroad.org.uk

Feedback form