Royal Court Care Home

Home Complaints

Complaints Procedure

We take every concern seriously and are committed to resolving complaints promptly and fairly.

⚠️ Placeholder document. This complaints procedure is required by CQC regulation and must be finalised and approved by the Registered Manager before launch.

We value feedback from residents, families, and visitors. If you have a concern, please don't hesitate to raise it. We would always rather hear from you and have the opportunity to put things right.

Step 1: Talk to Us Informally

In the first instance, please speak to a member of our care team or our Registered Manager, Hayley Peace. Many concerns can be resolved quickly and informally through open conversation.

Step 2: Make a Formal Complaint

If your concern is not resolved informally, you may make a formal written complaint to:

Hayley Peace, Registered Manager
Royal Court Care Home
20 Prince's Road, Cleethorpes, DN35 8AW
hayley.peace@royalcourtcarehome.com

We will acknowledge your complaint within [X working days] and aim to provide a full response within [X working days].

Step 3: Escalation

If you remain dissatisfied, you may escalate your complaint to:

Raising a Concern About Safeguarding

If you have concerns about the immediate safety or welfare of a resident, please contact:

  • In an emergency: call 999
  • NELC Adult Social Care: 01472 326292
  • CQC: 03000 616161