We really care what you think

We care deeply about providing high quality care and hold very high standards in all aspects of our work. Here is your opportunity to share with us your views, comments, suggestions and complaints.

Comments 
Our team always loves to hear from our community. If you have any comments or suggestions, please let us know by completing this form.

Compliments 
It means so much to our team when we receive heartfelt messages about the care and services received. If you’ve been particularly moved or impressed with our care, do please let us know by either completing this form, give us a call 01485 601700 or send a letter.

Complaints 
If any aspect of your care gives you cause for dissatisfaction, please speak to us. All complaints are taken seriously and will be dealt with promptly, sympathetically and in complete confidence.

What should I do first if you have a complaint? 
If appropriate ask to speak to the departmental manager who will try to deal with your concerns straight away.

What do I do if I am not happy with the response to my complaint? 
Ask to see, speak to, email or write to:

Nicola Ellis CEO 
Tapping House
Wheatfields 
Hillington 
King’s Lynn 
Norfolk  
PE31 6BH 

Nicola.Ellis@tappinghouse.org.uk

We will acknowledge all complaints within 5 working days and will respond within 14 days. We will contact the complainant again if it is going to take longer than this to address the issue. You will be informed how long this is likely to take. If there are any delays, you will be kept fully informed.

What can I do if I am unhappy with the outcome?

If the complainant is not satisfied with the outcome, the complaint will be directed to the Chair of Trustees, Ombudsman, the Integrated Care Board (ICB) or Care Quality Commission (CQC), whichever is appropriate.

Tim How – Chair of Trustees
Tapping House,
Wheatfields
Hillington
King’s Lynn
Norfolk
PE31 6BH

Tim.How@tappinghouse.org.uk

If you are still not satisfied you can telephone the Care Quality Commission on 03000 616161 to arrange an appointment.

Useful contacts

Care Quality Commission (CQC)
National Customer Service Centre
Citygate
Gallowgate
Newcastle Upon Tyne
NE1 4PA

Tel: 03000 616161

Fundraising Standards (for complaints about the Fundraising Team)
Compliance Manager
Fundraising Standards Board
65 Brushfield Street
London
E1 6AA

Tel: 0333 321 8803

To read delighted testimonials and reviews from our wider community on Facebook and our Tapping House Google Reviews