Speak up safely
Complaints and safeguarding
A concern should be heard early, handled respectfully and recorded clearly. You can contact the home directly or use an emergency route when someone is at immediate risk.
Last reviewed 19 August 2026
Raise a concern with the home
Call 01202 767383, email robin@stceciliacare.com or ask to speak with the Registered Manager, Mr Robin Hiney. Tell us what happened, when it happened and what outcome you are seeking. You can ask for help to make the concern accessible.
We aim to acknowledge concerns promptly, investigate fairly and explain what can be shared about the outcome. We will not treat a person less favourably because they raised a concern.
If someone may be in immediate danger
Call 999 if there is an immediate risk to life or safety. For a non-emergency police concern, call 101. Do not wait for a website response where urgent action is needed.
Safeguarding information
If you are worried about abuse, neglect, exploitation or a person’s safety, contact the local authority adult safeguarding service or the police. A professional referrer should follow their organisation’s safeguarding procedure as well as telling the home when appropriate.
External information
The Care Quality Commission can receive information about a regulated service, but it does not resolve individual complaints. After the care provider has had a fair opportunity to respond, the Local Government and Social Care Ombudsman may be able to review an unresolved adult social care complaint. Neither route replaces an emergency response.