Complaints Procedure

Maria Mallaband Care Group Complaints Procedure

 

Quick Summary: How to Make a Complaint

  1. Speak to your Home Manager or a Senior member of Staff.
  2. If unresolved, contact our Head Office.
  3. If still dissatisfied, contact an independent body (e.g., Ombudsman).

Complaint Timeline Overview

  • Day 3: We aim to acknowledge your complaint within 72 hours.
  • Day 28: We aim to respond with a resolution.
  • If delays occur, we will notify you.

Maria Mallaband Care Group Complaints Procedure

At Maria Mallaband, we are committed to providing the highest quality of care to all our residents and their families. We take all feedback we receive very seriously, whether you would like to share a positive experience, share your ideas on how to improve our services or share details of where you have not been happy with something. Anyone is entitled to give feedback or make a complaint, including on behalf of someone else. This procedure outlines the steps for raising a complaint and ensures that all concerns are taken seriously and addressed in a timely and fair manner.

If you require this procedure in an alternative format, you can contact a member of our team at [email protected] please detail in what format you would like to receive it.

You can complain in a number of ways:

  • By email at [email protected]

  • By post addressed to Customer Care team at our head office address: Maria Mallaband, Westcourt, Gelderd Road, Leeds, LS12 6DB.
  • Directly to the Home Manager or a Senior member of staff.
  • You can also complain via the form available on our website at www.mmcgcare.co.uk/complaints.

Our Values

We see complaints as opportunities to improve and grow. We are committed to listening, learning, and delivering market-leading care with respect and empathy.

Scope of Procedure

This procedure applies to all residents, families, and visitors who wish to make a complaint regarding any aspect of our service.

We are committed to addressing all complaints thoroughly and in a timely manner. A complaint must be made within 12 months of the incident or when it came to notice. We may accept complaints after this time if there is a good reason.

Our aim is to investigate and respond within 28 days of receiving a complaint. In some instances, this may not be possible, however we will be in touch should there be any delays.

Complaints Procedure

Stage One: Local Complaint

  • Once received, your complaint will be acknowledged in writing, either by email or letter, within three working days of receipt. Your complaint should include all known information and details for us to investigate appropriately.
  • The Home Manager or relevant Senior Manager will investigate your complaint and respond to you in writing within 28 days. This response will include the conclusion of the investigation, what and how we have investigated, and any action that has been taken as a result.
  • If you feel that a Manager is not the right person to investigate your complaint you may address this to our head office, as in step two below.

If you remain dissatisfied with the outcome of the investigation, you can escalate your complaint following step two below.

Step Two: Formal Company Complaint

  • If you are dissatisfied with the outcome of the investigation, you can contact the Head Office team, giving information about which part or parts of the complaint response you are dissatisfied with.
  • The response to your original complaint will be checked for accuracy and completeness. We will then inform you of the outcome within 28 days.
  • If you remain dissatisfied, you may seek third party assistance as outlined in step 3.

Step Three: Third Party Complaint

England:

You have the right to refer your complaint to the Local Government and Social Care Ombudsman to be reviewed independently. You can contact them either:

Additionally, you can also contact the Care Quality Commission. The Care Quality Commission under the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 (Part 3) require providers to receive and act upon complaints. However, they are unable to take complaints up on behalf of a resident. The only exception to this is for people whose rights are restricted under the Mental Health Act. They can be contacted as below:

You can contact them either:

  • By post addressed to CQC National Customer Service Centre, Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA or
  • By phone 0300 061 6161

Scotland:

You have the right to refer your complaint to the Scottish Public Services Ombudsman (SPSO) which oversees complaints about most public services in Scotland, including those related to care. You can contact them either:

  • By phone 0800 377 7330
  • By visiting their website and using the contact form www.spso.org.uk
  • In person or by writing to: Scottish Public Services Ombudsman, Bridgeside House, 99 McDonald Road, Edinburgh EH7 4NS.

Additionally, you can also contact the Care Inspectorate. The Care Inspectorate in Scotland handles complaints about registered care services. If you are not satisfied with the care service and have not been able to resolve the issue with them directly, the Care Inspectorate may be able to investigate. You can make a complaint through their website, by email, by phone, or by writing.

How to make a complaint:

  • Online: Use the Care Inspectorate's online complaints form.
  • Email: Send your complaint to [email protected]
  • Phone: Call 0345 600 9527.
  • In writing: Send your complaint to the Care Inspectorate, Compass House, 11 Riverside Drive, Dundee, DD1 4NY.
  • In person: You can also visit the Care Inspectorate's office at the address above.

Jersey:

  • Jersey does not currently have an Ombudsman for complaints regarding care homes.
  • To file a complaint with the Jersey Care Commission, you can contact them either:
  • by phone at 01534 445801
  • by email at [email protected]
  • by letter to The Chief Inspector, Jersey Care Commission, 1st Floor, Capital House, 8 Church Street, St Helier, Jersey, JE2 3NN.

Local Authority

In the case of a complaint regarding a care home you may wish to contact the relevant Local Authority whose contact details should be available online. Should you need assistance with this please ask the care home or contact our head office.

Confidentiality and Security

All complaints will be treated with the strictest of confidence. Personal information provided during the complaint process will be overseen in accordance with the UK General Data Protection Regulation (UK GDPR), Data Protection Act 2018 (DPA 2018 & Data (Use and Access) Act 2025 (DUAA).

Complaints will be overseen securely and only shared with those directly involved in the investigation or resolution process.

We may require evidence of a complainant’s authority to request confidential information.

Additional Support

Below are links to some organisations who may be able to assist you should you need support in making a complaint.

 

Document last updated: 4/12/2025