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{{org_field_name}}

Registration Number: {{org_field_registration_no}}


Receiving and Acting on Complaints Policy

1. Introduction

At {{org_field_name}}, we are committed to providing high-quality domiciliary care services that meet the needs of our service users. We recognise that feedback, including complaints, is essential to improving our services and ensuring the safety, dignity, and satisfaction of those we support.

This policy sets out our approach to handling complaints efficiently, fairly, and transparently, ensuring that all concerns raised by service users, their families, or representatives are taken seriously and addressed promptly. It also aligns with Regulation 16 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, which requires us to have an effective system for receiving, investigating, and responding to complaints​.

2. Purpose

The purpose of this policy is to:

This policy applies to all staff, including care workers, managers, administrative personnel, and volunteers, who must understand and adhere to the procedures outlined.

3. Our Commitment to Handling Complaints

At {{org_field_name}}, we view complaints as opportunities to improve our services. We are committed to:

4. Who Can Make a Complaint?

Complaints can be made by:

Complaints may be made anonymously, though a lack of details may limit our ability to investigate thoroughly.

5. How Complaints Can Be Made

We ensure that our complaints process is accessible and straightforward. Complaints can be made through various channels:

All complaints will be acknowledged within three working days.

6. Complaint Handling Process

6.1 Acknowledging the Complaint

Upon receipt of a complaint, we will:

6.2 Investigation Process

A fair and impartial investigation will be conducted, which may include:

Investigations will be completed within 20 working days, unless further time is required, in which case the complainant will be informed.

6.3 Response and Resolution

Following the investigation:

6.4 Escalation of Complaints

If the complainant is dissatisfied with the outcome, they may escalate the complaint to:

7. Learning from Complaints

We view complaints as valuable feedback and use them to drive continuous improvement. To ensure lessons are learned, we:

8. Staff Responsibilities

8.1 Care Workers

Care workers play a key role in ensuring complaints are managed effectively. They are responsible for:

8.2 Managers and Supervisors

Managers are responsible for:

8.3 Directors and Senior Leadership

Senior leadership ensures:

9. Confidentiality and Data Protection

All complaints are handled confidentially, in line with Data Protection Legislation (GDPR). Personal data related to complaints will be stored securely and only shared with those involved in the investigation and resolution.

10. Monitoring and Review

This policy is reviewed annually or sooner if required to reflect changes in legislation or best practices. Regular audits of complaints and feedback will be conducted to ensure compliance and continuous service improvement.

11. Compliance and Legal Framework

This policy is guided by:

Local Government and Social Care Ombudsman Guidelines – Best practices for complaint resolution.


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

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