Compliments & Complaints

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Tell us how we're doing

We'd rather hear from you than not. A word about something that went well tells us what to keep doing, and who to thank for it. A word about something that didn't tells us where to look, and gives us the chance to put it right.

Both are worth the same to us. Praise is lovely to receive and we pass every bit of it on to the person it belongs to. Concerns are harder to raise, and we know that, particularly when someone you love spends their days with us. Raising one changes nothing about how a member is looked after, other than for the better.

This form takes a few minutes. You'll be asked what happened, when, and what you'd like us to do about it. The management team read everything that comes through, and we'll come back to you.

If it's urgent, please ring us on 01625 783 125 rather than using this form. Anything about a member's immediate safety or wellbeing needs a conversation, not an inbox.
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Created On* This field is required.
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What would you like to tell us about?* This field is required.
Something that went well
A concern or complaint
A suggestion
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Is this about a member of the Clubhouse?* This field is required.
YESNO
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Which member are you connected with?* This field is required.So we can link your feedback to the right membership. It doesn't need to be about them directly.
First Name
Last Name
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Tell us what went well* This field is required.The more detail, the better. If someone deserves the credit, name them, and we'll pass it on.
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Ok
Ok
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How we can use your words* This field is required.
YesNo
YesNo
Share it with the team — so the people involved hear it.
Use it on our website and social media — to show families what life at the Clubhouse is like.
Share it with the team — so the people involved hear it.
YesNo
YesNo
1 of 2
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How would you like to be credited?* This field is required.You can change your mind at any time; just let us know, and we'll take it down.
My full name
My first name only
My initials
No name at all
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What is your suggestion about?Optional, and it just helps us pass it to the right person.
Activities and the day's programme
Food and drink
The building and grounds
Arrival and collection
The FamilyNet app
Communication with families
Something else
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What would you suggest?* This field is required.Anything at all, big or small. The best ideas usually come from the people who are here.
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Ok
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And who should we thank for the idea?Optional: so we can come back to you and let you know if we act on it.
Your Full Name
Your email address
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Would you like to give your name?* This field is required.You're welcome to stay anonymous. We'll look into it either way, though we won't be able to come back to you or ask anything further.
YesI'd rather not
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Your name* This field is required.
First Name
Last Name
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Before you start

If you'd like a hand filling this in, please ask. Any member of our team will help, and you're welcome to have a relative, a friend, or an advocate complete it with you or on your behalf.

You don't have to give your name. We'll look into anything raised anonymously, though it's much easier to get to the bottom of something when we can come back to you with a question, and we can't tell you what we've done about it if we don't know who you are.

We aim to resolve complaints within 10 working days. If something turns out to need longer, we'll tell you why and keep you updated until it's settled.

Again: If something is urgent, or affects a member's immediate safety, please ring us on 01625 783 rather than waiting for a reply to this form.
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Would you like to give your name?* This field is required.You're welcome to stay anonymous. We'll look into it either way, though we won't be able to come back to you or ask anything further.
YesI'd rather not
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Your name* This field is required.
First Name
Last Name
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Your email* This field is required.We will (optionally) send a copy of this complaint to this email address
example@example.com
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Which member is this about?* This field is required.Or the member you're connected with, if your complaint isn't about them directly.
First Name
Last Name
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Does the member know you're getting in touch?* This field is required.Either way is fine. It just helps us know how to follow up.
Yes
No
Not sure
The member is completing this themselves
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Is the member happy for you to raise this on their behalf?* This field is required.Our reply may include member information, so we need their consent before sharing it.
Yes
No
They aren't able to give consent themselves
Not sure
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Do you hold a lasting power of attorney or a deputyship for the member?* This field is required.
Yes, for health and welfare
Yes, for property and financial affairs
Yes, both
No
Not sure
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What happened?Take as much space as you need. Tell it however it comes, and don't worry about getting it in order.
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When did this happen?* This field is required.An approximate date is fine.
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Has anyone at the Clubhouse already looked into this?* This field is required.
No, this is the first time I've raised it
Yes, I mentioned it to someone at the time
Yes, and I wasn't happy with how it was left
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What does your complaint relate to?Optional, and it just helps us get this to the right person.
The care and support a member received
A member of our team
Activities and the day's programme
Food and drink
Visiting services, such as the hairdresser or podiatrist
The building, grounds or parking
Arrival and collection
The FamilyNet app
Communication with families
Billing and payments
Something else
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What would you like to happen?An explanation, an apology, or a change to how we do something. It helps to know what would put this right for you.
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Would you like a copy of this sent to you?* This field is required.So you have a record of what you've told us.
Yes pleaseNo thank you
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Before you send this

Thank you. Kind words go a long way here, and we'll make
sure they reach the people who earned them.

You can now SUBMIT this form below
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Before you send this

Thank you. The management team reads every suggestion
that comes through, and if we act on yours, we'll let you know.

You can now SUBMIT this form below
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Before you send this

Thank you for taking the time to tell us. We know raising a concern isn't easy, particularly when someone you love spends their days with us, and we'd much rather know than not.

Here's what happens next. Vicky will acknowledge your complaint within two working days, look into what happened, and come back to you with what we've found and what we're doing about it. We aim to have that done within 10 working days. If it needs longer, we'll tell you why and keep you updated until it's settled.

Raising this changes nothing about how a member is looked after, other than for the better.

If anything is urgent in the meantime, please ring us on 01625 783 125.

You can now SUBMIT this form below
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