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We are sorry it has come to this but are confident that it can be put right. If we make mistakes we will be open, honest and learn from them. They will be investigated and we’ll let you know the outcome within 14 days.  We will also let you know what we will do to avoid repeating them unless you have raised this anonymously. All concerns and complaints received from our staff might be discussed at the next residents meeting and/or staff meeting.  We will also hold the investigation outcome and our action plan on file. You can raise a complaint or concern with your Manager but if you are unable to do this then it can be  You can remain anonymous or tell us who you are so that we can share our investigation with you.