If things go wrong or you're not happy with the services you are getting, you can expect to express your concerns, views or complaints without fear of reprisal.

If you are dissatisfied with any service, you should, in the first instance, discuss the problem with the person you normally see from that service, or, if you prefer, contact the local manager of the service you are concerned about.

If your problem has not been resolved use that service’s complaints procedure.

If you have a complaint about a care home, use their complaints procedure (they have to have one and tell you about it when you move in).

You can also contact the people who inspect the home you are living in:

Commission for Social Care Inspection
Unit D1
Linhay Business Park
Ashburton
TQ13 7UP

Tel: 01364 651800

Or you can go to your local Councillor:

Managing Director
Riviera Housing Trust Limited
Woodview House
Torbay Business Park
Woodview Road
Paignton
TQ4 7HP

Tel: 01803 696 123
Fax: 01803 696 101
Email: enquiries@rivierahousing.org.uk

Riviera Housing Trust has its own complaints policy and procedures, which are available on request.

Use the home's or provider's complaints procedure. All care homes must have procedures in place (they must tell you about this when you move in or start to receive the service).

If your complaint is not resolved satisfactorily (or you need further advice), you can contact the area office of The Commission for Social Care Inspection (CSCI). The Commission for Social Care Inspection replaces the National Care Standards Commission from 1st April 2004 and have responsibility for the registration and inspection of all homes. Contact details are as shown above.

It is always in the best interest of the patient to complain to someone who is close to the cause of your complaint.

If your complaint is about services provided from your local General Practitioner surgery, please contact the Practice Manager at the surgery in the first instance.

The telephone number of your local GP surgery should be readily available to you.

If your complaint is regarding services at Paignton or Brixham Hospital, please contact the Locality Manager in the first instance.

If your complaint is about services at Torbay Hospital, please contact the Patient Services Officer in the first instance - Torbay: (01803) 654567

You may also contact your local Community Health Council: Torbay and District Community Health Council: (01626) 201241

More information about the complaints system within the National Health Service, is available from NHS Direct on 0845 4647.

As part of the NHS reforms, the Independent Complaints Advocacy Service (ICAS) has been established to provide a free, impartial and independent service for people who wish to pursue a complaint about hte NHS. ICAS Officers provide complainants with the information, advice and support needed to help them through the NHS Complaints Procedure. They can explain the NHS Complaints Procedure and what to expect from it, and can advice on further options once a response has been received. The level of support will depend on the needs of the client and can include assistance with writing a letter of complaint and attendance at any meetings. This includes GPOs, hospitals, health centres, ambulance services, dentists, opticians and pharmacists. The telephone number of the local service is 0845 120 3782.