We’re grateful to everyone who takes the time to share their experience with us. Your feedback—positive or critical—is invaluable. It helps us understand what we’re doing well and where we need to improve. Every comment is an opportunity for us to learn, adapt, and provide our care.

How to provide feedback, concerns or complaints

Ideally your feedback, concern or complaint should be made as soon as possible and within 12 months of realising you have cause to raise a concern.

Face to Face

We encourage you to raise any concerns you have at the time, to a member of our team, senior person on shift, the Registered Home Manager or a member of our senior management team.

If it is not appropriate to raise it at the time or wish to speak confidentially about the matter, please contact one of the senior team to arrange a convenient time.

In writing

Care Complaints
c/o Sally Colligan
Martha Trust
Homemead Lane
Hacklinge
Deal
Kent CT14 0PG

Please provide as much detail as possible, including dates and times and your contact details.

By phone

Our phone lines are open during normal office hours – you are free to leave a message if you call outside of these times.

Frances House and Martha House, Deal and Head Office: 01304 615223

Mary House, Hastings: 01424 757960

By email

sallycolligan@marthatrust.org.uk

Our complaints process

We’re committed to listening and learning from every concern raised. Here’s what you can expect when you make a complaint:

  • Acknowledgement: We’ll confirm we’ve received your complaint. If it comes by email, we’ll respond within two working days. If it’s in writing and we don’t have your contact details, we’ll send a letter within seven working days.
  • Initial Review: We’ll record your complaint and investigate the details and get in touch to share our initial findings and explain any next steps.
  • Further Investigation: If needed, we’ll carry out a full investigation and follow up with the outcome, what we’ve learned, and how we plan to improve moving forward.
  • Safeguarding: If the complaint relates to a safeguarding issue, we will follow our safeguarding policy and procedure. A member of Martha Trust’s designated Safeguarding Team will lead on decision making and referral procedures. If the complaint reaches the Safeguarding threshold a Safeguarding concern will be raised to the relevant external regulatory authorities.

Our commitment to you

We believe in being open and honest with our residents, their families, and everyone involved in their care. If something goes wrong, we’ll let you know as soon as possible – clearly and compassionately.

If a concern arises, whether we spot it ourselves, hear it from you, or discover it through a complaint or incident review, we’ll take it seriously. We’ll investigate where needed, keep you updated, answer your questions, and explain what we’re doing to make things right and prevent it from happening again.

Your trust matters, and we’re here to listen, learn, and improve – together.