Complaints Procedure

We are always committed to providing the highest possible standard of care for our clients and our service is monitored and reviewed regularly to ensure we continue to meet the needs of our service users.

We encourage service users, representatives, visitors, regulatory bodies and other stakeholders to give us their opinions and ideas. It is also important that we hear about areas of concern or complaints if we are to improve our service delivery.

If you do have a complaint or are concerned about any aspect of the home, you should inform the Home Manager or, if unavailable, any senior member of staff. In most cases they will be able to address the issues immediately. You can contact them in person, verbally over the telephone or in writing. Please be assured that your concerns will be investigated thoroughly and you will be advised of the outcome following our enquiries.

Every attempt will be made to resolve your complaint within 24 hours. If this is not possible, you will be contacted and advised. Investigations into complaints should be completed, and the outcome reported to you, within 28 days. All complaint investigations will be concluded within six months

Should the Home Manager or staff team at the home be unable to resolve the issue, or if you choose not to contact the home, please address your concerns in writing to:

Ms Diana Adlam

Aster Healthcare
Image Court | 328 / 334 Molesey Road | Walton on Thames | Surrey. KT12 3LT
M: 07864321742 
Tel: 01932 253403


Mr Dan Lipscombe

Interim Operations Manager
Aster Healthcare   
Image Court | 328 / 334 Molesey Road | Walton on Thames | Surrey. KT12 3LT
M: 07852571994.
Tel : 01932 235403

Any complaint may be made by telephone, in person, in writing or by email.
Your correspondence will be given immediate attention and all complaints will be taken seriously.

Where a complaint is made in person or on the telephone you will be advised that we will:

Make a written record of the complaint
Provide a copy of the written record within three working days.
If a complaint is anonymous then the investigation will be carried out by the Operational Director and a report will be sent to the service provider as well as to other service purchasers including social services and CQC if appropriate.

All complaints will be acknowledged within three working days and in the acknowledgement letter will give the name of the person who will investigate.

The acknowledgement letter will also offer to discuss the complaint with you at a mutually agreed time, to go over the manner in which the complaint is to be handled and the period within which the investigation of the complaint is likely to be completed.

Any complaint must be made no later than 12 months after:

The date the event occurred or, if later,
The date the event came to the notice of the complainant.
The time limit will not apply if Aster Healthcare is satisfied that:

The complainant can give a good reason for not making the complaint within that time limit, and despite the delay, it is still possible to investigate the complaint effectively and fairly.

All complainants will receive (so far as is reasonably practical):

Assistance to enable them to understand the complaint procedure, and
Advice on where they may obtain such assistance.
Details about local advocacy services are displayed on the notice board in the foyer of the nursing home.

We will only accept complaints from a representative under certain conditions.


Where we know that the service user has consented, either verbally or in writing


Where the service user cannot complain unaided and cannot give consent because they lack capacity within the meaning of the Mental Capacity Act 2005 and the representative is acting in the service user’s best interests – for example, where the matter complained about, if true, would be detrimental to the service user.

This procedure can be made available on request in other languages and in other formats such as Braille.

We will keep you informed about the progress of the investigation.

The final response letter will include a report giving:

A detailed explanation of how the complaint has been considered, the conclusions reached, including any remedial action needed, and confirmation that any action needed has either already been taken or, if not yet taken, the proposed timescale when such action will be completed.

Once your complaint has been fully dealt with by Aster Healthcare, if you are not satisfied with the outcome you can complain to the Local Government Ombudsman (LGO). The LGO provides a free, independent service. You can contact the LGO Advice Team for information and advice, or to register your complaint.

Tel: 0300 061 0614



The LGO will not usually investigate a complaint until the provider has had an opportunity to respond and resolve matters.

Our service is 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 our services at any time. You can contact the CQC at:

Care Quality Commission National Correspondence
Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA

Tel: 0300 061 6161