- Seafield House, Darmonds Green, West Kirby, Wirral, CH48 5DT
We like to hear feedback on what we do well or an Abbeyfield colleague who has really help make a difference to you so we can share your feedback with them, so please do let us know. Compliments let us know where and how we are succeeding in providing good service and provide examples of good practice that we are committed to sharing with our residents and throughout the organisation.
Please do share your feedback with us via email to enquiries@abbeyfieldwestkirby.co.uk or by telephoning us on 0151 625 1092.
We are committed to providing the highest possible quality of service. However, we understand that sometimes things go wrong, and you may wish to make a complaint.
A complaint can be defined as:
“an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents.”
Our complaints process is intended for residents, or prospective residents, of Lear House and their representatives, but it applies to any stakeholder who wishes to make a complaint about our service or any other aspect of Abbeyfield Hoylake & West Kirby Society. If you need assistance, please email enquiries@abbeyfieldwestkirby.co.uk and the Complaints Team will direct your complaint to the appropriate person(s).
If something goes wrong, your first course of action should be to raise the issue directly with the relevant manager or staff member concerned. In many cases, they will often be able to put things right very quickly and simply and no further action will be required.
However, if you do not feel comfortable doing this, or you are dissatisfied with the initial response, please make a complaint using the steps outlined below, and we will aim to resolve your complaint as quickly as possible.
You can make a complaint in many ways – and you don’t have to put it in writing if you don’t want to. The simplest way to raise a complaint is through our Complaints Officer.
You can send your complaint by email to enquiries@abbeyfieldwestkirby.co.uk.
The information you provide will be sent directly to the Complaints Officer.
Alternatively you can send your complaint by post to:
Complaints Officer
Abbeyfield Hoylake & West Kirby Society
Lear House
17 Darmonds Green
West Kirby
Wirral
CH48 5DT
You can call 0151 625 1092 and provide details of your complaint which will be passed to the Complaints Officer.
If you have any difficulty in raising a complaint using the above methods, please let us know and we will make all reasonable adjustments necessary to enable you to make your complaint and to support you to get it resolved.
When making a complaint, please tell us what went wrong; how you would like the matter to be resolved; and your name, address and contact details (so we can keep you up-to-date as we investigate and provide you with our response).
The Complaints Officer will acknowledge your complaint in writing within two working days. The acknowledgement will set out our understanding of your complaint and the desired outcomes you are seeking. The Complaints Officer will also provide you with the name of the manager who will be investigating the complaint at Stage 1 of our process, known as the Investigating Officer.
The Investigating Officer will provide a full written response within 10 working days, unless a later date is confirmed with you.
If you remain dissatisfied following this response, you can ask for your complaint to be escalated for a review by a Director at Stage 2 of our complaints procedure.
See our full Making a Complaint Guide for residents and their representatives for full details.
All complaints will be treated confidentially, and information will only be shared with staff as necessary to the investigation.
You have the right to expect:
In developing our complaints process, Abbeyfield has adopted the principles outlined in the Housing Ombudsman’s Complaint Handling Code (launched April 2024), and guidance from the Local Government and Social Care Ombudsman.
In line with the Housing Ombudsman’s Code, we complete an annual self-assessment of our complaint handling procedures.
Under UK GDPR, you have the right to request that we delete or remove personal information we hold about you where there is no compelling reason for us to continue processing it.
If you would like us to erase your personal data, please contact us using your preferred method of communication, including by telephone, email or post, using the contact details provided in this Privacy Notice.
Once we receive your request, we will review it and confirm whether we are able to fulfil it. Please note that there may be circumstances where we are legally required to retain certain information, for example to comply with regulatory, safeguarding, legal or financial obligations.
Where your request can be fulfilled, we will securely remove your personal data within the timescales required under UK GDPR, which is normally within one calendar month of receiving a valid request.
If we are unable to fully comply with your request, we will explain the reasons why and advise you of your rights to raise a concern with the Information Commissioner’s Office (ICO).
For more information about your data protection rights, please visit the ICO website.
Updated: 1 June 2026
