Fremantle Feedback - Compliments and Complaints

Our aim is to ensure that the quality of The Fremantle Trust's services continuously improves. As part of our quality assurance we have a formal process for complaints and compliments, this is called Fremantle Feedback.

Our Commitment
The Fremantle Trust is committed to promoting the independence, rights and lifestyle of everyone who uses our services. We are dedicated to delivering quality care and support and to listening to the views and concerns of the people who use our services, their relatives and other stakeholders.

Fremantle Feedback
This is our formal way of making sure that all channels for complaints, comments and compliments are open to everyone using our services and that everyone is aware of who to talk to. You do not have to put complaints in writing, just tell us!

To make sure we are doing our job properly, we need to hear from you.

• We want you to tell us when you think we’ve got things wrong, so we can put them right
• If you are not sure about something, we want you to ask, so we can give you the answer
• If you have an idea to improve the service we would be delighted to hear from you
• If you think we are doing well, praise is always welcome
• If you wish, we will arrange for an advocate to act on your behalf

We promise to:

• listen carefully and treat you respectfully
• communicate with you in a sensitive, fair and timely way
• explain how we intend to resolve the complaint, and the likely timescale involved
• investigate thoroughly and whenever possible have complaints reviewed by someone not involved in the events leading to the complaint
• reply honestly
• do our best to put things right, if they have gone wrong
• apologise if we have made a mistake
• not discriminate against anyone making a complaint

FEEDBACK - Either

• By talking to any member of staff (or asking a friend or relative to do so, if you prefer)
• Staff will make a note of the points you raise in the FEEDBACK file, which is kept in every service, and make sure the Manager sees them.
• Action will be taken as necessary and you will be kept informed of progress
• We will endeavour to resolve complaints as far as is reasonably practical
• A record of outcomes will be kept.

Or

• By talking directly to the Manager of the service (or asking a relative or friend to do so)
• To make an appointment with the Manager ask any member of staff, or get in touch by phone, or email.
• You can make your points in writing if you wish to.
• What you say will be noted in the FEEDBACK file.
• Action will be taken as necessary and you will be kept informed of progress.
• We will endeavour to resolve complaints as far as is reasonably practical.
• A record of outcomes will be kept.

If you are not satisfied with the outcome via either the above routes, please feel free to get in touch with
Sue Green, Director of Operations, Feedback, The Fremantle Trust, FREEPOST (RSCJ-ELUZ-ZKUE) Aylesbury HP19 8RS
Telephone: 01296 393000 or email:admin@fremantletrust.org
Ms Green will take appropriate action and give you a response.

Timescales
We aim to resolve all complaints as quickly as possible, taking into consideration the time it may take to speak to all the people involved. We will always respond to complaints initially within 5 working days. We aim to resolve all complaints within 28 days whenever practicable.

If you are not satisfied with The Fremantle Trust's final response you may contact the Local Government Ombudsman at:

The Local Government Ombudsman, PO Box 4771, Coventry CV4 0EH
Fax: 024 7682 0001 : Phone: 0300 061 0614 or 0845 602 1983 : email: advice@lgo.org.uk

You may also contact
The Care Quality Commission at:
Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA, Telephone: 03000 616161

NB: The CQC cannot investigate individual complaints but you may inform them of your complaint for information purposes.