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Your Feedback Matters

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We are committed to providing care with kindness, and we hope your visit to Sussex Grange reflects our core values. Should you have any concerns or wish to share feedback, please don’t hesitate to reach out. You can visit our office in person or find our contact details below.

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1. Making a Suggestion

We understand that sometimes it’s easier to suggest improvements rather than lodge a formal complaint. If you or your family have ideas to help us enhance our services, we welcome your suggestions. You can make a suggestion by:

• Speaking directly to any of our team members

• Emailing or writing to us with your suggestions

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2. Making a Complaint

We take all complaints seriously and strive to resolve them fairly, quickly, and transparently. Complaints are handled with confidentiality, and the feedback we gather helps us improve our services.

You can make a complaint or suggestion through any of the following methods:

• In person

• By telephone

• In writing

• Through a staff member

• Via an advocate or representative

Additionally, you may contact your Local Authority Complaints Team at:

Local Government and Social Care Ombudsman
PO Box 4771, Coventry CV4 0EH
Tel: 0300 061 0614
Email: advice@lgo.org.uk
Website: www.lgo.org.uk
Complaint form: LGO Complaint Form

Note: The Ombudsman usually reviews complaints after the care provider has had an opportunity to resolve the issue.

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3. Care Quality Commission (CQC)

Sussex Grange Residential Care Home & Sussex Grange Home Care is registered with and regulated by the Care Quality Commission (CQC). While the CQC does not handle individual complaints, they welcome information about services at any time. You can reach the CQC at:

Care Quality Commission (CQC)
Citygate, Gallowgate, Newcastle upon Tyne NE1 4PA
Tel: 03000 616161
Website: www.cqc.org.uk

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For more details, our full policy can be found via this link