Complaints, suggestions and compliments procedure

We understand that sometimes you may want to make a complaint, pass on suggestions for improvement or compliments about the staff or home.

The following flowchart gives you information on which steps to follow:


You can make your complaint verbally, in writing or via email.
Please write to Zoe Duffy or Joanne Boldy at the home address, email or ask to speak to Zoe or Joanne when you are in the home or alternatively telephone: 01274 013749

We will aim to resolve your complaint/concern immediately however if this is not possible you will receive a formal acknowledgement of your complaint within 72 hours.

You will receive a letter confirming what we are doing to resolve your complaint/concern offering a solution, or a timescale when we will have a resolution for you.

Compliment or Suggestion

Please speak to any member of our staff who will be able to take your feedback either verbally or in writing and will pass on to our Managing Directors

We also have a Suggestions Box in our reception area where you can put your written feedback.

Formations Care Home
2 St Paul’s Road
BD18 3EP

If you are not satisfied with the response to your complaint/concern you can contact the following professional bodies:
Bradford Council Adult Services – Tel: 01274 435400
The Local Government and Social Care Ombudsman –
Tel: 0845 6021983
Care Quality Commission (CQC) – Tel: 03000 616161