Complaints Policy & Procedure

The management of Queen Elizabeth Care Centre is fully committed to providing high quality care and service to all of its residents. We believe that residents deserve to be treated with the utmost dignity and respect and should be given all the assistance that they need by our staff to cope with any difficulties that might arise.

We sincerely hope that any complaints will be of a nature that can be dealt with quickly and courteously at the time any particular incident occurs.

Our policy is to develop and nurture a culture of openness at the Service that encourages people, relatives, friends and representatives of service users to feel free to express their opinion on any aspect of the running of the Service. In this way wishes of all parties can be taken into consideration and improvements can be made.

Should it not be possible to resolve the matter informally then people or their representatives have the right in the first instance to contact the Registered Manager at the service address.

Complaints will be dealt with speedily and efficiently and within 48 hours of having raised the concern we will agree a mutually convenient time and place to meet to discuss all concerns in an open manner and agree how to proceed. Should the complaint be made in writing, we guarantee to acknowledge it within three working days of its receipt. Our aim is to resolve the complaint within 28 days of its receipt but if for some reason this is not achievable, we will confirm why we have been unable to resolve it in the timescale and will give a revised date by which we expect to have dealt with the matter.

A record will be kept at the Service of all complaints received together with details of the ensuing investigation and any action taken as a result of the complaint. All complaints will be investigated and resolved to the satisfaction of the person raising the complaint unless:-

  • The complaint falls outside the remit of Windsar Care QECC Ltd’s responsibility
  • The complaint cannot be upheld.

All outcomes will be carefully considered and used to reflect on the Services’ ability to achieve standards and adhere to required regulations or to assess any risk of not being able to.

If the complaint concerns the Registered Manager directly, there is a right to see a Director representing Windsar Care QECC Ltd, privately following which an investigation will occur in accordance with the process outlined above.

If for any reason the complainant is not satisfied with the outcome of the investigation a request can be made for another Director representing the Registered Provider to review the investigation and the outcome and to consider any additional material that may have since come to light.

The Directors can be contacted at:-
Dr P Anand
Abbey Dental Surgery
5 Sheffield Road
Berks   SL1 3EG
Tel: 01753 536601 or 07860 283933
Dr H Kumar
Bharani Medical Centre
16–18 Lansdowne Avenue
Berks  SL1 3SJ
Tel: 01753 218382 or 07880 557371
If the person receiving the service is funded by a local authority or the NHS complaints may be made directly to those organisations:
Local Authority
Runnymede Social Services/Social Welfare
Runnymede Civic Centre
Station Road
KT15 2AH
Tel: 0843 259 9181
NHS North West Surrey CCG
Text: 07880 091328


People who fund their own services have a right to bring any complaints to the attention of the Local Government Ombudsman (LGO). The LGO would normally expect complaints to have been dealt with by the Registered Provider in the first instance using the Service’s Complaints Procedure. The LGO can be contacted by:-

  • Calling the LGO Advice Team on 0300 061 0614 or 0845 602 1983 (8.30 am to 5.00 pm, Monday to Friday)
  • Completing an online complaint form available at
  • Emailing
  • Writing to: Local Government Ombudsman, PO Box 4771, Coventry, CV4 0EH

Queen Elizabeth Care Centre is registered with the Care Quality Commission under the provisions of the Health and Social Care Act 2015. Any concerns regarding the standards of care at any registered service can be addressed directly to:

Care Quality Commission
National Correspondence
Newcastle Upon Tyne
Telephone: 0300 0616161