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{{org_field_name}}

Registration Number: {{org_field_registration_no}}

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Receiving and Acting on Complaints Policy

1. Purpose

This policy ensures that all complaints received by {{org_field_name}} are managed efficiently, fairly, and in accordance with the Regulation and Inspection of Social Care (Wales) Act 2016, the Social Services and Well-being (Wales) Act 2014, and Care Inspectorate Wales (CIW) regulations. The policy is designed to provide clear guidance to staff, service users, families, and CIW inspectors on how complaints are received, recorded, investigated, and resolved, ensuring continuous improvement in care quality.

2. Scope

This policy applies to all service users, their families, staff members, visitors, and external stakeholders of {{org_field_name}}. It outlines the procedure for making a complaint, the process of investigating concerns, the timeframes for resolution, and the steps taken to ensure learning from complaints to improve services.

3. Legal and Regulatory Framework

• Regulation and Inspection of Social Care (Wales) Act 2016 – Governs the management of complaints in regulated care services.
• Social Services and Well-being (Wales) Act 2014 – Ensures that complaints processes are fair, transparent, and person-centred.
• The Regulated Services (Service Providers and Responsible Individuals) (Wales) Regulations 2017 – Outlines provider responsibilities for receiving, investigating, and acting on complaints.
• CIW Complaints Handling Guidance – Provides best practices for responding to and learning from complaints.
• General Data Protection Regulation (GDPR) and Data Protection Act 2018 – Ensures that all complaint-related information is handled confidentially and in compliance with data protection laws.

4. Principles of Handling Complaints

4.1. Accessibility and Awareness At {{org_field_name}}, we ensure that all individuals are aware of their right to complain and how to do so. We achieve this by:

• Providing a clear and easy-to-understand complaints procedure that is displayed prominently in the home and included in the resident’s welcome pack.
• Offering multiple ways to make a complaint, including verbally, in writing, via email, or through an advocate.
• Ensuring staff are trained to listen actively and respond appropriately when a complaint is raised.
• Making easy-read and translated versions of the complaints policy available for individuals with communication needs.

4.2. Receiving and Recording Complaints To ensure all complaints are properly addressed, we:

• Maintain a Complaints Log where all concerns and grievances are recorded, including verbal complaints.
• Assign a Complaints Officer (Registered Manager or designated senior staff) to oversee complaints handling.
• Ensure complaints are acknowledged in writing within 5 working days of receipt, outlining the next steps in the investigation process.
• Record complaints in a secure system that ensures confidentiality and GDPR compliance.

4.3. Investigating Complaints Efficiently To ensure timely and thorough investigations, we:

• Assign an independent investigator where necessary to ensure impartiality.
• Follow a structured investigation process, including gathering statements, reviewing evidence, and speaking with relevant parties.
• Aim to provide a full response to complaints within 28 working days, unless exceptional circumstances require additional time.
• Keep complainants informed throughout the investigation process and provide regular updates on progress.

4.4. Resolving Complaints and Providing Outcomes We ensure all complaints are resolved in a fair and transparent manner by:

• Offering a written response detailing findings, actions taken, and any improvements made.
• Providing opportunities for complainants to discuss outcomes and request a review if dissatisfied.
• Taking corrective actions where necessary, such as additional staff training, policy revisions, or disciplinary actions.
• Reporting outcomes of serious complaints to CIW and other relevant authorities when required.

4.5. Learning from Complaints to Improve Services At {{org_field_name}}, we treat complaints as opportunities for improvement by:

• Conducting monthly complaint trend analysis to identify recurring issues and areas needing improvement.
• Integrating complaints data into our Quality Assurance and Continuous Improvement Plans.
• Holding staff debriefings and reflective practice sessions to discuss lessons learned and ensure best practices are followed.
• Reviewing policies and procedures regularly to address concerns raised through complaints.

4.6. Supporting Complainants and Whistleblowers We ensure that all individuals feel safe and supported when raising concerns by:

• Offering access to independent advocacy services for residents and families who need support.
• Ensuring a no-retaliation policy so that staff members can raise concerns without fear of negative consequences.
• Training all staff on whistleblowing procedures, reinforcing their duty to report poor practice without hesitation.
• Encouraging a culture of openness and transparency, where feedback and complaints are valued as part of service improvement.

4.7. Escalation and External Review If a complainant is dissatisfied with the outcome, we provide escalation options:

• Offering an internal review process where a senior staff member reassesses the complaint.
• Advising complainants of their right to escalate concerns to Care Inspectorate Wales (CIW), Local Government Ombudsman, or other regulatory bodies.
• Cooperating fully with external agencies during escalated investigations.

4.8. Confidentiality and Data Protection All complaints are handled with the highest level of confidentiality. We ensure:

• Only relevant staff members have access to complaint records.
• Complaint records are stored securely in compliance with GDPR and Data Protection Act 2018.
• Residents and staff raising complaints understand their information will be handled sensitively and only shared when legally required.

5. Related Policies

• CHW04: Good Governance
• CHW07: Person-Centred Care Policy
• CHW08: Dignity and Respect Policy
• CHW13: Safeguarding Adults from Abuse and Improper Treatment Policy
• CHW18: Risk Management and Assessment Policy
• CHW27: Staff Supervision, Training, and Development Policy
• CHW29: Whistleblowing (Speaking Up) Policy
• CHW34: Confidentiality and Data Protection (GDPR) Policy

6. Policy Review

This policy will be reviewed annually or sooner if changes in legislation, CIW regulations, or operational needs occur. Updates will be communicated to all relevant staff to ensure compliance and best practice within {{org_field_name}}.

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Responsible Person: {{org_field_registered_manager_first_name}} {{org_field_registered_manager_last_name}}
Reviewed on: {{last_update_date}}
Next Review Date: {{next_review_date}}
Copyright © {{current_year}} – {{org_field_name}}. All rights reserved.