"Management and complaints"

Some members of staff have been/are regularly rude to other residents and me. I have experienced myself or heard of some senior members of staff shouting at residents or their relatives and carers, telling them to go away. I feel they often engage in mean, petty and denigrating behaviour like, as I understand it, refusing to take a resident's weekly meal fees because it was short 10 cents.  This is someone who from their own initiative has been instrumental in organising some of the few activities and events which happen here mostly using their own money. I feel when I complain it goes nowhere as it seems we don't have an official complaints and feedback process where complaints are documented, given a timeline and the action process clearly outlined. Whenever I mention this lack I feel I am looked at blankly by the senior staff as if they look at me like I'm speaking another language, have never heard of such an odd thing.  I feel sad, angry and helpless I feel it is like carrying rocks through mud up hill.