Complaints Procedure

In even the best places there are bound to be occasional problems.

If you have a concern, however trivial it seems - do tell us. Worries that seem enormous are often very easily solved and telling us quickly means that it is much easier to investigate and put right.  Do please raise any concerns that you have – we are here to help, and it matters to us that you should feel entirely free to come to us with any worry, large or small.

Talk to the Manager, Eve Talmor, if you have a concern or a complaint. She will do her best to solve the problem to your satisfaction. Eve can be reached at the Denville office or click here to send an email.  

If she cannot resolve the matter, or you are not entirely satisfied, then you should speak to Lalla Ward, who chairs the House Committee.  Eve Talmor will arrange for you to speak to Lalla, or another member of the committee, as soon as possible.  One or more members of the committee come to the house most weeks and meet there on the first Monday of each month.  Lalla can be reached through the Denville office, or click here to send an email.  

If at any point you feel that we are not dealing with your complaint effectively and efficiently you also have the right to refer your complaint to the Care Quality Commission. CQC is the regulatory body with whom Denville Hall is registered, and by whom we are regulated. They carry out regular inspections of the home to ensure good practice and compliance, and can be reached at:

Care Quality Commission,
National Correspondence,
Citygate,
Gallowgate,
Newcastle upon Tyne,
NE1 4PA
Email: enquiries@cqc.org.uk
Tel: 03000 616161

Written complaints to Denville Hall will be acknowledged within 5 working days and we will do our outmost to complete any investigation and resolve any issues within 28 days.

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