Complaints.

If something isn't right, we want to know. Raising a concern never affects the care a resident receives — here's how to tell us, and what happens next.

Last updated: 30 June 2026

Our commitment

Residents, families, friends, advocates and visiting professionals all have the right to raise a concern or make a complaint about any aspect of care at Bolters Corner. We take every complaint seriously, look into it properly, and treat anyone who raises one fairly and with respect — it will never be held against the resident concerned.

Step 1: talk to us first

Most concerns are sorted out quickly by speaking to the nurse or carer on duty, or asking to speak to the manager. If you'd rather not raise it face to face, call or email us using the details below.

Step 2: make a formal complaint

If you'd like to put a concern in writing, or it hasn't been resolved informally, contact us by:

Telephone: 01737 361409, and ask for the manager
Email: bolterscorner@yahoo.co.uk
In writing: Bolters Corner Nursing Home, Bolters Lane, Banstead, Surrey, SM7 2AB

It helps us if you can include the resident's name, the date of the incident or concern, what happened, and what outcome you're hoping for.

What happens next

We'll acknowledge your complaint within 3 working days, look into it properly, and write to you with our findings — normally within 28 days. If it's a complex matter and it's going to take longer than that, we'll tell you why and give you a new timescale.

If you're not satisfied with our response

You can ask the Local Government and Social Care Ombudsman to look into it independently, free of charge:

Telephone: 0300 061 0614 (Monday–Friday, 10am–4pm)
Website: www.lgo.org.uk
Post: Local Government and Social Care Ombudsman, PO Box 4771, Coventry, CV4 0EH

Telling the CQC

The Care Quality Commission can't investigate or resolve individual complaints, but they do want to hear about your experience of care — it helps them decide when and what to inspect:

Telephone: 03000 616161 (Monday–Friday, 8.30am–5.30pm)
Online: cqc.org.uk/give-feedback-on-care

Safeguarding concerns

If you're worried someone is at risk of abuse or neglect, please tell us straight away. You can also contact Surrey County Council's Adult Social Care team directly, in confidence:

Telephone: 0300 200 1005 (or, out of hours, 01483 517898)
Email: asc.infoandadvice@surreycc.gov.uk

If someone is in immediate danger, call 999.