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How to Complaint?

We are continually striving to provide high quality service to every one of our customers.

Customers are at the heart of everything we do and by listening to the people we care for, we will improve our services and continue to make them safer and more responsive. We will learn lessons that will benefit everyone – not only the people to whom we provide services, but our commissioners, our staff and all our other stakeholders. Sharing and learning from what our customers tell us will support our planning and the delivery of care in all our services and facilities.
You can provide your feedback – good or bad – quickly and easily through the feedback on this website.

Making a complaint

If you are dissatisfied with any aspect of our service, you may wish to make a more formal complaint you can send it to:
Mr. Asad Abdullah
Registered Care Manager
Chosen Care Group

Cranbrook House, 61 Cranbrook Road, Ilford, IG1 4PG
T: 020 3659 5052
M: 0754 0250 482

We take all the complaints we receive very seriously and do our best to work with our customers to sort them out as soon as possible after they are brought to our attention.
We ask that you give us the details of your complaint within 12 months of the incident, or within 12 months of you becoming aware of the problem. We will respond to your concerns considerately, quickly and as effectively as possible.
It spans three stages, though we are pleased to say that the majority of concerns raised can be resolved in the first stage

Stage one: Local resolution

You can make a complaint:
• verbally (in person or by phone)
• in writing
• electronically, for example, via email or text message
• via online feedback channels.
We will also agree an appropriate timescale for our response. This response will tell you how we investigated the complaint, the evidence we considered, the conclusions we reached and any actions we have taken.
When we look at your complaint, we will aim to:
• find out what happened
• identify what went wrong
• give you the opportunity to discuss the problem with those concerned
• ensure you receive an apology if one is due
• identify what we can do to avoid similar issues in future
It may be helpful for you to meet with the social service manager and the team involved to discuss your concerns. If this is the case, we will arrange for this to happen at a time to suit you.
Making a complaint on someone else’s behalf
Complaints can be made on behalf of service users but must be made with their full consent. This is to comply with the Data Protection Act 1998 and Caldicott requirements. If consent is not received within 28 working days of the original complaint date it will be accepted that the customer does not give consent. Written confirmation will then be sent to the complainant that their complaint is being closed due to consent not being given.

Stage two: Internal review

If you are unhappy with the response you receive from stage one, your complaint will be escalated within the division to the Director with responsibility for managing complaints. This person will appoint a complaint investigator who will review the stage 1 investigation, undertake any additional investigation and inform you of the outcome.

Stage three: External Ombudsman

Where Chosen Care fails to resolve the complaint, the complainant has the right to request external resolution by the appropriate Ombudsman or other supervisory service.
You can contact the LGO at:

Tel: 0300 061 0614
At any stage during the process, if you are not happy with the way the service is dealing with your complaint you can contact the Chief Operating Officer at -
Mrs. Gracy Metilda
Chosen Care Group
Cranbrook House, 61 Cranbrook Road, Ilford, IG1 4PG
T: 020 3659 5052
M: 0788 7792 326
Chosen Care Group services are registered with and regulated by the Care Quality Commission (CQC). The CQC cannot get involved in individual complaints about providers, but is happy to receive information about services at any time.
You can contact the CQC at:
Care Quality Commission National Correspondence
Newcastle upon Tyne

Tel: 03000 616161
Web site:

We’d love to hear from you

020 3659 5052

If you have any questions, feedback or suggestions regarding our services and staff, please let us know. One of our care expert will get in touch with you.

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