This easy read guidance explains the Exemplar Health Care complaints policy in a clear and simple way. It helps residents, families, and visitors understand how to raise a concern or complaint, what will happen next, and where to get support. The document uses straightforward language and accessible formatting to make the complaints process easy to understand for everyone.
Complaints policy
Easy read guide For: Exemplar Health Care service users
Last updated: May 2026
What is a complaint?
A complaint is when you tell us you are unhappy about something and you want a response from us.
You may be unhappy because:
• We do something in the wrong way
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• We do something that should not have been done
• We do not do something that should have been done
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Who can complain?
• Anyone who lives in an Exemplar Health Care home
You can ask someone to help you make a complaint. This could be a:
• Family member
• Friend
• Staff member
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• Social Worker
• Advocate
An advocate is someone who can speak for you if you want some help.
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How to make a complaint
Speak to the Home Manager or person in charge.
• By email
• By phone
• In writing
You can find the contact details on our website.
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What happens if I complain?
We will treat you fairly.
We will tell you that we have received your complaint within 3 working days.
We will talk to you about your complaint and try and fix it.
We will try to answer your complaint within 20 working days.
If we need more time, we will tell you.
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If you are unhappy with our response
You can tell our Director of Quality and Clinical Governance. Her name is Claire Cannings .
• In writing:
Director of Quality and Clinical Governance Exemplar Health Care
Support Centre 17 Europa View Sheffield S9 1XH
• By email: ccannings@exemplarhc.com
She will look at your complaint and write to you to answer your complaint.
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If you still feel your complaint has not been resolved
You can contact the Local Government and Social Care Ombudsman.
• On the website: www.lgo.org.uk
• By phone: 0300 061 0614
An ombudsman is someone who looks into complaints for people.
They do not charge money to look at your complaint. X
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