"Visiting rights in mental health ward"

My relative is a patient in ward 1 St John's. I appreciate the smoking ban but punishing patients by withdrawing all visitation and supervised phone calls because a patient was handed cigarettes is shocking. I arranged to speak to the staff nurse to raise issues and ask specific questions. This is the second time this has happened, . the first time visitation was stopped for a couple of weeks. I've tried to no avail to speak to someone in authority to discuss my simple questions and explain patient visitor rules to no avail. I'm told put a complaint in writing. a lengthy time consuming procedure, and meanwhile I feel my relative is still denied her rights.