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Complaints, Comments, and Compliments Policy

1. Introduction

{{org_field_name}} is committed to delivering high-quality care and support services that meet the needs, preferences, rights and expectations of individuals, their families, and the wider community. We value feedback from people we support, their representatives, and our staff, as it provides an essential opportunity for learning, continuous improvement, safeguarding, and quality assurance.

This policy outlines our approach to managing complaints, comments, and compliments in a fair, transparent, person-centred and timely manner, in line with our regulatory obligations and the Health and Social Care Standards.

2. Our Commitment

We aim to provide a service that meets the highest standards of quality, safety, dignity, choice and respect. To achieve this, we encourage open communication and actively seek feedback from all those involved in our services.

Our complaints, compliments and comments procedures are fully aligned with:

• The Health and Social Care Standards: My Support, My Life (2017), particularly:
  • Standard 4.20: I know how, and can be helped, to make a complaint or raise a concern about my care and support.
  • Standard 4.21: If I have a concern or complaint, this will be discussed with me and acted on without negative consequences for me.
  • Standard 4.22: If the care and support I experience is not right, or if it breaks my rights, I can expect the organisation to respond quickly and appropriately.
  • Standard 4.23: I use a service and organisation that are well led and managed.
• The SSSC Codes of Practice (2024), which require care workers and employers to uphold service user rights, address complaints effectively, and promote safe, transparent services.
• The Social Care and Social Work Improvement Scotland (Requirements for Care Services) Regulations 2011 (SSI 2011/210), Regulation 18 (Complaints), which requires us to have a complaints procedure that is appropriate to service users’ needs, to fully investigate complaints, and to inform the complainant of the action (if any) to be taken within 20 working days. It also requires us to provide every service user with a written copy of our complaints procedure and to provide it to representatives on request.
• The Public Services Reform (Scotland) Act 2010, which provides the legal framework for the regulation of care services by the Care Inspectorate (Social Care and Social Work Improvement Scotland).
• The Duty of Candour Procedure (Scotland) Regulations 2018 (under the Health (Scotland) Act 2016), which require us to be open and honest when an unintended or unexpected incident results in specified harm, including an apology and appropriate follow-up actions.

3. Definitions

Complaints: Expressions of dissatisfaction regarding any aspect of our service, including care delivery, decisions, communication, service quality, or staff conduct.

Comments: Observations or suggestions offered to help improve our service provision.

Compliments: Positive feedback that recognises excellent care, service quality, or outstanding individual contributions from staff.

4. Making a Complaint, Comment, or Compliment

We encourage all people we support, their relatives, staff, advocates or stakeholders to provide feedback at any time via:

• In person: Speaking with any staff member, senior carer, Deputy Manager, or the Registered Manager.
• In writing: By email, letter, or written feedback forms provided in service user homes or offices.
• By telephone: Calling our office at {{org_field_phone_no}}.
• Online: Submitting feedback through our website {{org_field_website}}.
• Via an advocate, legal representative, or any authorised third party.

All feedback will be handled sensitively, respectfully and confidentially, in accordance with UK GDPR and the Data Protection Act 2018, and our Data Protection Policy.

5. Complaints Handling Procedure

We take all complaints seriously and handle them with the highest standards of openness, transparency, and fairness. Our complaints process offers multiple levels of response:

Stage 1 – Informal Resolution

• Many concerns can be resolved quickly through open dialogue between the individual, their family, and front-line staff.
• Informal complaints will still be logged to enable monitoring of patterns and continuous improvement.
• The Registered Manager monitors informal complaint records as part of routine quality audits.

Stage 2 – Formal Complaint

Where an issue cannot be resolved informally or requires formal investigation, the complaint may be made verbally or in writing (including by email) to the Registered Manager (or delegated investigating officer).

We will acknowledge receipt of the complaint within three (3) working days.
A thorough investigation will be carried out by the Registered Manager or a delegated officer who was not involved in the issue.

We will provide a written outcome within twenty (20) working days of the complaint being made, confirming the action (if any) that will be taken. Where an investigation cannot reasonably be concluded within 20 working days, we will still issue an interim written response within 20 working days explaining what has been done so far, why the investigation is ongoing, and the date by which the final response will be provided.

Stage 3 – Escalation

If the complainant remains dissatisfied following Stage 2:

• If the complainant remains dissatisfied following Stage 2, they may escalate the complaint to the Care Inspectorate, who regulate care services in Scotland.
  • Online: www.careinspectorate.com
  • Email: concerns@careinspectorate.gov.scot
  • Phone: 0345 600 9527
  • Address: Care Inspectorate, Compass House, 11 Riverside Drive, Dundee, DD1 4NY
• The Care Inspectorate can also accept concerns without the complainant giving their name, and will not pass personal details to the care service without permission.

Important Note – SPSO

The Scottish Public Services Ombudsman (SPSO) is the final stage for complaints about public service organisations in Scotland (for example councils and the NHS). It does not normally consider complaints about privately provided care services. spso.org.uk

If a person’s care is arranged, commissioned, or funded by a public body (for example a local authority or Health and Social Care Partnership), they may also have the option to complain to that public body and, after completing its complaints process, may be able to take that complaint to the SPSO.

The SPSO can consider complaints about the Care Inspectorate’s service (for example, how the Care Inspectorate handled a complaint).

6. Handling of Comments and Compliments

• Comments will be reviewed regularly as part of our continuous improvement and service development.
• Compliments will be shared with staff, recognising their valuable contributions and promoting a culture of excellence.
• We actively encourage feedback to promote a transparent and responsive service culture.

7. Risk Management and Service Improvement

• A central log of all complaints, comments, and compliments will be maintained securely.
• Trends in complaints will be reviewed regularly to identify recurring themes, allowing proactive prevention of similar future issues.
• Complaints data will form part of quality assurance reporting reviewed by the management team.
• Complaints learning outcomes are integrated into staff training, supervision, and service development to support continuous learning.
• Complaints outcomes are shared (in anonymised form) at management reviews and reflective practice meetings.

8. Confidentiality and Protection from Retaliation

• We recognise the importance of confidentiality in complaint handling.
• The identity of complainants will be protected, and information shared only on a strict ‘need to know’ basis.
• People who make complaints will not be disadvantaged in any way for raising concerns.
• Staff who raise concerns (whistleblowers) will be fully protected under {{org_field_name}}’s Whistleblowing Policy, following the Public Interest Disclosure Act 1998.

9. Accessibility and Support

• Information about how to make a complaint is made easily available to all people we support, their families and representatives.
• A written copy of this complaints procedure will be provided to every service user and is available in alternative formats on request. Where a representative requests it, a written copy will also be provided to them.
• Support will be offered to anyone who may require assistance to raise a concern, such as:
  • Translation services.
  • Access to advocacy organisations.
  • Assistance in writing or verbalising concerns.
• We work in partnership with external agencies where appropriate to ensure complaints are handled fairly, including:
  • Independent Advocacy Services.
  • The Care Inspectorate.
  • The Office of the Public Guardian (for adults with incapacity).

10. Staff Responsibilities

• All staff are responsible for being open and responsive to complaints and reporting concerns immediately.
• The Registered Manager ensures full compliance with this policy and oversees all complaint investigations.
• The organisation is responsible for:
  • Ensuring staff are appropriately trained in complaints handling.
  • Monitoring complaints trends as part of governance.
  • Ensuring that complaints outcomes lead to demonstrable service improvements.

11. Links to the Health and Social Care Standards

This policy reflects the principles of:

• Dignity and respect: People’s rights are respected in the way we receive and respond to feedback.
• Compassion and responsiveness: Concerns are handled sensitively and quickly, with outcomes focused on the wellbeing of the person.
• Wellbeing and safeguarding: Prompt complaint investigation protects people from harm and poor practice.
• Involvement and participation: Everyone is encouraged and supported to give feedback without fear or barriers.

The Standards underpinning this policy include:

• HSCS 1.7, 1.8, 1.9, 3.18, 4.20, 4.21, 4.22, 4.23.

12. Policy Review

This policy will be reviewed annually or sooner if:

• Changes occur in national legislation or Care Inspectorate guidance.
• Internal audits or inspections recommend updates.
• Staff, people we support, or stakeholders suggest improvements.

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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}}
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