Policy

We accept complaints from anyone, because everyone’s view of what we can do better is important to us. We aim to be a transparent company that listens and understands, so we have designed the process of making concerns, complaints or compliments easy and effective so that your views can be simply made and clearly heard.

We log all compliments, concerns and complaints so we can monitor how we are doing and improve whenever and wherever needed.

Similarly we welcome feedback in any format you are comfortable with, be it verbal, email, or in writing.

However you decide to provide it, you can be assured it will be treated seriously and investigated properly.

If you prefer you can simply tell us about your compliments, concerns or complaints by talking to someone you are comfortable talking to.

That person can then complete the compliment, concern and complaints form on your behalf.

We value your feedback and thank you in advance for your honesty and interest in improving our service.

You should expect your views to be received by employees graciously and without prejudice.

Employees will be made aware of the complaints policy and procedure, through induction training, reading the policies and procedures, and information we keep.

Any matter raised will be dealt with sensitively. The complainant should experience no negative retaliation or discrimination from any member of our services.

Procedure

People we support, their family and friends will be informed of the complaints procedure prior to entering the home. Information about the complaints procedure will be set out within the clients individual care and support plan.

Complaints from people we support, family or friends can be made to any employee.

Complaints made to employees from people we support must be passed on to the person on duty at that time.

Written complaints can be made and support provided to do so if needed.

If the matter is not resolved at this stage, it should be passed on to the Registered Manager, who will take the appropriate course of action and investigate.

Based on receipt of the compliments, concerns and complaints forms, all complainants will receive a written acknowledgement of receipt within 2 working days, either to confirm resolution or to indicate more time is needed to look into the matter, unless the matter is subject to external investigation procedures.

The Registered Manager will generally be responsible for investigating complaints and reporting outcomes and recommendations. Where concerns or complaints involve the Registered Manager then the Service lead will investigate on behalf of the company.

All correspondence, findings and action taken will be documented by the lead person.

We will aim to produce a full report within 5 working days of any conclusions reached, unless the matter is subject to external investigation procedures.

Where the matter is still ongoing after 21 working days, the complainant will be contacted to be updated on progress and for information on why delays are being experienced, unless the matter is subject to external investigation procedures.

Individuals who are funded by Social Services have a right to complain through the Adult Care and Support Compliments, Comments and Complaints procedure.

Employees receive training with regards to the complaints procedure, highlighting what constitutes a concern or complaint and the procedure in the event of these being raised. Those involved in the procedure receive training to ensure compliance with this policy.

Where applicable, the person investigating the complaint will alert the appropriate persons.

Where a review of policy or practice is required in response to a complaint this will be carried out by senior members of staff. This may include Registered Managers or members of the senior team, depending on the level at which practice needs to be reviewed.

Individuals leading any investigation will be trained in the expected procedure which considers time-scales, confidentiality, good practice and recording amongst other topics.

Complaints Procedure

If you, someone in your family or one of your friends is unhappy with any of the support or services you are receiving, please tell an employee or write it down and give it to an employee, retaining a copy for your own records. You can ask someone else to make a complaint on your behalf if you are not happy talking to an employee yourself. 

If an employee is informed of a complaint, they will tell their team lead who will then tell the duty manager, who will try and resolve the problem at the time.

If the duty manager cannot resolve the matter, or you are not satisfied with the way it has been dealt with, the matter will be shared with the Managing director for investigation.

You will be informed in writing that your complaint has been received; we aim for this to be no more than 2 working days after receiving written notification of a complaint, unless the matter is subject to external investigation procedures.

If the investigation resolves the issue, you will receive a written report of the findings and actions taken within 5 days of a conclusion being reached, unless the matter is subject to external investigation procedures.

If not, and the complaint is ‘ongoing’ or still being investigated after 20 working days, you will receive a progress report explaining any reasons for delay, unless the matter is subject to external investigation procedures.

You can make a complaint by using our form on the bottom of this page.

If you do not wish to talk to anyone employed by us or you feel it would be more appropriate to speak to an external representative you contact the Care Quality Commission.

You should not experience any negative views or prejudice because you have raised a concern or complaint. We welcome your views and invite you to express them.