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Residential EMI
11 Hastings Road
East Sussex
TN40 2HJ
Tel: 01424 211704
Fax: 01424 218281
Complaints Procedure

We at Green Bank Care Home work hard to deliver the highest standards of care to those in our care. However, we may not always get this right. We therefore need your help in drawing our attention to issues that concern you.

Green Bank promotes a policy that enables any resident, family member or visitor to our home to lodge a complaint or raise a concern about any aspect of our service, or the manner in which care is provided.

Informal resolution

In most cases, problems can be easily resolved through informal discussions with the home.

By talking with a member of staff, the person in charge of the shift, or the Home Manager, we can often clear up any issues quickly and to everyone’s satisfaction. We will do all we can to sort things out for you and put your mind at rest.

Formal resolution

However, there may be occasions when you feel that you need to take matters to a higher level. If you do not wish, for any reason, to talk to staff, or you have done so already and the problem remains, you should put your complaint in writing, or via email, to the Home’s Manager:

William Pillow

Green Bank Care Home

11 Hastings Road

Bexhill on Sea

East Sussex

TN40 2HJ

Email: This e-mail address is being protected from spam bots, you need JavaScript enabled to view it

A complaint must be made within 12 months of (a) The date the event occurred, or (b) The date the event came to the notice of the complainant. In exceptional circumstances, Green Bank will allow complaints to be made outside of this time limit (e.g. the complainant can give good reason for not making the complaint within that time, and there still exists evidence for the matter to be fully and fairly investigated).

What you should expect from us:

  • Any party making a complaint will be treated fairly, with dignity and respect.

  • All concerns and comments will be taken seriously.

  • All communications between the complainant and home will be treated in the strictest confidence – the only exception being when the information reveals that something has occurred which requires the intervention of other external bodies (e.g. the police, if a crime is alleged to have occurred; or the local authority’s safeguarding team, if an incident of abuse is alleged to have occurred).

  • The complainant will receive an acknowledgement from the management team that your complaint has been received (Usually within 3 working days of the complaint having been received). This can be done verbally, face to face with the resident/relative involved, via a phone call from the Home Manager, or in writing.

  • The Home Manager will take responsibility for managing the complaint, and overseeing the investigation. Where the complaint is against the Home Manager – or you feel that the complaint should not be dealt with by him - the matter will be investigated by the Home’s owner (Mrs S J Pillow).

  • All investigations will be conducted promptly, thoroughly, openly, honestly and objectively.

  • Once the investigation is complete, the Manager will make every effort to send the complainant details of the outcome of the investigation (usually within 21 working days). Where this is not possible (e.g. where the complaint is of a serious or complicated nature, and requires more time to investigate), the home will provide an update on the progress being made at regular intervals.

  • All investigations will be fully concluded within 6 months.

  • Appropriate action will be taken without delay.

  • Green Bank will promote a culture of learning from complaints so that, where necessary, its services can be improved when complaints are raised.

Local Government Ombudsman service

If you feel that, despite our best efforts, we have not resolved the complaint to your satisfaction, you can take up the matter with the Local Government Ombudsman (LGO). The LGO is an independent, impartial and free organisation which investigates complaints against local authorities, including all types of adult social care providers, when they have not acted properly or fairly, or have provided a poor service. The LGO will only investigate complaints where the care provider has had the opportunity to investigate and resolve the complaint under its own complaints processes.

If the LGO finds that a fault has occurred in a case, they can get the organisation to:

  • Provide an explanation and acknowledgement of what went wrong; or

  • Take action to put the matter right, including giving an apology; or

  • Improve its procedures so that similar problems do not happen again.

Although the ombudsman service does not have any formal powers to enforce its recommendations, they are usually followed.

Contact details of the Local Government Ombudsman:

P O Box 4771, Coventry, CV4 0EH

Tel: 0300 061 0614 or 0845 6021983


Local Authority

If a resident’s fees are paid by the Local Authority, or if the Local Authority has been involved in the resident’s care plan, the resident or their family can make a complaint to the Local Authority, under the Local Authority’s complaints procedure. The Local Authority will not consider the complaint if it is already being dealt with by the Local Government Ombudsman service.

The local authority’s safeguarding team will also investigate serious complaints involving allegations of abuse, exploitation or neglect against residents.

Adult Social Care

St Mary’s House, 52 St Leonards Road, Eastbourne, BN21 3UU

Tel: 0345 6080191


  • Ground level accommodation and facilities
  • 19 spacious rooms
  • Easy access to an enclosed secure garden
  • Patio seating to the garden for morning coffee or afternoon tea
  • Family run since 1985
  • Choice of meals all freshly cooked and served
  • Different diets catered for as required
  • All rooms have a call bell, regulated water control, covered radiators, and regular risk assessments
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