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Nellsar Care Homes Complaints and Suggestions

We truly value your feedback because it enables us to review and improve the quality of the care and services that we provide for our residents. Any concerns or suggestions you have are always welcome; our aim is to address these promptly, effectively and with candour before there is a need to elevate this to a complaint.

Please see below for an outline of our complaints procedure for our group of 13 Care Homes. For full details of the individual complaints procedures at our Homes, including details of their local social services, please contact them directly.

Contact details for all our Homes can be found by clicking here.

Stage 1: Local Resolution

All complaints should be raised with the person in charge of the Unit to which your complaint relates, as soon as possible. If this person is not able to effectively deal with your concerns, then you should discuss it with the Home Manager as soon as possible after the event.

Stage 2: Regional Resolution

Where the matter is not resolved locally to your satisfaction, or where the complaint concerns the Home Manager or wider business, please contact our team of Operations and Compliance Managers at our Head Office:

Nellsar Limited
Mission Control
82a Woodstock Road
Kent ME 10 4HN

Call 01795 470272

Stage 3: External Review by Local Authority

Should you remain dissatisfied having exhausted our internal complaints procedure, you may refer the matter to the Local Authority relevant to the Care Home where your loved one lives.

You can obtain details of our Care Homes’ local Councils by visiting