How to make a complaint – Stage 1

A complaint must be made no later than 12 months after:

  • the date the event occurred or, if later;
  • the date the event came to the notice of the complainant.

The time limit will not apply if Kenward Trust is satisfied that:

  • the complainant can give a good reason for not making the complaint within that time limit, and;
  • despite the delay, it is still possible to investigate the complaint effectively and fairly.

Complaints from a representative will only be accepted under certain conditions:

Either:

  • where you know that the service user has consented, either verbally or in writing;

Or:

  • where the service user cannot complain unaided and cannot give consent because they lack capacity within the meaning of the Mental Capacity Act 2005, and
  • the representative is acting in the service user’s best interest – for example, where the matter complained about, if true, would be detrimental to the service user.

We would like to assure you that it is always the intention of Kenward Trust to provide a first class standard of service. If you are dissatisfied with the service we have provided or if you feel that we have made a wrong decision, we will of course try to address your concerns - your feedback is vital to helping us improve; If you think things have gone wrong for you or a member of your family for whom you have a caring responsibility and you are unhappy with us, please contact your Key Worker or (for Youth Services) Team Leader of the service concerned in the first instance (contact details will have been provided to you when you started your treatment/programme with us) and they will try to resolve your complaint.

However if you are still unhappy with their response, please raise your issue in the following way:

Contact us, preferably in writing – Stage 2

Please address complaints to the Office Manager, Kenward Trust, Kenward House, Kenward Road, Yalding, ME18 6AH; Email: ; Telephone: 01622 814187. We will acknowledge your complaint upon receipt. Your complaint will then be investigated by a person with sufficient seniority to resolve the issues and respond to you by letter within 10 working days. We will, of course, keep you informed if there is unavoidable delay; If you are dissatisfied with this response then we invite you to write, detailing why you feel our decision is incorrect to: The Director Responsible for Complaints, Kenward Trust, Kenward House, Kenward Road, Yalding, ME18 6AH. Again we will acknowledge your letter upon receipt. This Director will review your complaint and respond to you within 20 working days of receiving your letter (we will, of course, keep you informed if there is unavoidable delay).

In the unlikely event that you do not agree with our response, you may ask us for details of the body responsible for performance managing our service; this is most likely to be the Local Authority Commissioner for the service you are using. Please put your request in writing addressed to the Office Manager, Kenward Trust, Kenward House, Kenward Road, Yalding, ME18 6AH.

Need help in raising your complaint? – Stage 3

We can sign post you to independent Advocacy Services who will support you in presenting your complaint. Please ask our Office Manager for the list:

If you are not satisfied with our response:

Once your complaint has been fully dealt with by Kenward Trust, if you are not satisfied with the outcome you can complain to the Local Government Ombudsman (LGO). The LGO provides a free, independent service. You can contact the LGO Advice Team for information and advice, or to register your complaint:

Tel: 0300 061 0614

Email:

Web:

The LGO will not usually investigate a complaint until the provider has had an opportunity to respond and resolve matters.

Kenward Trust is registered and regulated by the Care Quality Commission. The CQC cannot get involved in individual complaints about providers, but is happy to receive information about our services at any time. You can contact the CQC at:

Care Quality commission National Correspondence

Citygate

Gallowgate

Newcastle UponTyne

NE1 4PA

Tel:0300 062 6161

Web:

This procedure can be made available on request in other languages and in other formats such as cassette and Braille.

Please Note: These procedures do not affect your legal rights.

May 2011