Open toolbar Our Accommodation Our Community Our Team Further Information Contact Us News Home > Complaints Policy Complaint Policy Middleton Hall Retirement Village strives to offer the highest standards and quality of service. Feedback from clients and their families is always welcome as it allows us to identify areas where we can improve as well as what we are already doing well. Should you have a complaint or comment that you wish to make about any service we provide, however small, please inform reception or the staff on duty in the first instance. If you wish to take the matter further, please contact: Care Issues Debby Lamont Registered Manager MHRV Tel: 01325 332207 dl@mhrv.co.uk Non Care / Operational Issues Lesley Henderson Director MHRV Tel: 01325 332207 lh@mhrv.co.uk Procedure A written complaint will be acknowledged and an initial response provided in writing within a mutually agreed timescale. If the matter is still unresolved or not to your satisfaction it will be passed on to: Suzanne Graham (Managing Director, Middleton Hall Retirement Village) E-Mail: sgraham@mhrv.co.uk Tel: 01325 332207 Where necessary we will cooperate in the same way with anyone acting on your behalf. We will not treat you any differently if you make a complaint. We will provide a final decision in writing within 28 calendar days of receiving a complaint, unless we have previously agreed a later deadline. If you are dissatisfied with our final decision, or if we fail to provide that decision by the relevant deadline, you may refer the complaint to the relevant Ombudsman Service. We will co-operate fully with the Ombudsman Service during any investigation and comply fully with the resulting decision, which will be binding on us. CARE issues: Local Government Ombudsman (LGO). Tel: 0300 061 0614. Web: www.lgo.org.uk. NON-CARE/OPERATIONAL issues: Property Redress Scheme (PRS). Tel: 0333 321 9418. Email: info@theprs.co.uk. Web: www.theprs.co.uk. In relation to CARE issues only, you may also wish to contact the following organisations. Please note that neither provides the same service as the Local Government Ombudsman. Victoria Machin Compliance Inspector Care Quality Commission North East Region, Citygate, Gallowgate, Newcastle Upon Tyne NE1 4PA Tel: 0300 0616 161 Mr Lee Downey Corporate Complaints Manager Darlington Borough Council Room 308, Town Hall, Darlington DL1 5QT Tel: 01325 406777 Email: complaints@darlington.gov.uk (for social services clients only) About Our award-winning retirement village offers high quality independent properties, supported accommodation and a range of well-regarded care services, all situated in beautiful surroundings. Make the most out of life in our friendly village community with its wide array of amenities and activities. Contact Middleton Hall Retirement Village Middleton St George Darlington Co. Durham DL2 1HA t. 01325 332 207 e. info@mhrv.co.uk Follow us © Copyright Middleton Hall Retirement Village 2021, All Rights Reserved Terms and Conditions Privacy Statement Aims and Objectives Complaint Policy ARCO Members