There are bound to be times when you are unhappy about something or someone. Please do not keep your grievances to yourself. Our aim is to please our residents and to deal with complains effectively and efficiently.

If you wish to make a complaint:

In the first instance, please make your complaint to your carer or the senior carer on duty. Do this as soon as you can either during or after the event.

If you feel this is inadequate, please ask to speak to the Manager or Head of Care.

If your family wish to make a complaint:

In the first instance, please speak to the Manager (or most senior member of staff on duty) and then lodge the complaint in writing. We will endeavour to inspect and deal with your complaint within 28 days. You will be sent a letter informing you of the outcome.

You may also contact the Executive Officer on 01424 436359, the Chairman or any Trustee when they visit the home or on their regular inspection. It is only by bein made aware of problems that we can improve our service provision.

The following can be contacted at:

• Adult Social Care Direct - 03456 080 191 / socialcaredirect@eastsussex.gov.uk

• The Local Ombudsman - 03000 610 614 / P.O. Box 4771, Coventry, CV4 0EH

• Care Quality Commission - 03000 616 161 / enquires@cgc.org.uk / South East, Citygate, Gallowsgate, Newcastle Upon Tyne, NE1 4PA