The Eleanor Palmer Trust

At Cantelowes House we welcome feedback in order to learn from it and to take action on it. Please do not hesitate to make a suggestion, compliment, comment or complaint about the service you are receiving from us. As one resident commented recently, “The manager doesn’t take any nonsense; if you have a complaint she sees it through”.

Whilst we make every effort to provide a friendly and professional service, if you are not able, for whatever reason, to resolve an issue with the member of staff with whom you normally meet, or are most closely involved, the escalation procedure below is openly available to you:

Request an appointment with the manager, Diane Smith, who will respond within ten working days.
If, after your meeting with the manager, you are still not satisfied, you should write or telephone the Clerk to the Trustees (Fred Park on 020 8441 3222) and ask for an appointment to discuss your complaint.
If the Clerk to the Trustees is not able to resolve the matter to your satisfaction, he may ask the Chairman of the Trustees of the Eleanor Palmer Trust to review the situation. The Chairman may convene a meeting at which you and a friend will be invited to attend, and at which the manager will be present.
Staff disciplinary procedures may be undertaken if appropriate, according to the terms and conditions of employment.

If a complaint needs to be taken outside of the Trust, the Commission for Social Care Inspection can be contacted at the address below:

CSCI
Aspect Gate 4th Floor
166 College Road
Harrow
Middlesex, HA1 1BH
Tel: 020 8420 0100 / Fax: 020 8420 0119