FEEDBACK & COMPLAINTS

Overview

• Complaints can be made by clients, relatives, advocates, staff, or any member of the public.
• We treat every concern seriously, whether formal or informal, verbal or written.
• We follow a consistent, person-centred, and non-retaliatory approach.

Stage 1: Receiving the Complaint

• A complaint may be submitted verbally, in writing, by email, phone, online form, or through a representative.
• Staff receiving complaints must report them to the Registered Manager within 24 hours.
• All complaints are recorded in the Complaints Register.
• We acknowledge every complaint within 2 working days.
• If the complaint is made on behalf of someone, we confirm consent where needed.
• The complainant is informed of the process, expected timelines, and their rights.
• The complaint is triaged based on urgency and safeguarding risks.

Stage 2: Assigning the Complaint for Investigation

• The Registered Manager (or delegated lead) will assign the case to a suitable investigator.
• We ensure independence and fairness in the investigation process.
• The complainant is told who will be handling their case and provided a reference number.
• The care staff involved are informed, supported, and invited to provide a statement.
• Service users involved are treated with dignity, support, and advocacy if needed.
• If the issue raises safeguarding concerns, a referral will be made to the local authority.
• All evidence, care records, and relevant notes will be gathered promptly.

Stage 3: Investigation Process

• Investigations begin within 2 working days of acknowledgement.
• All steps taken are documented clearly and stored confidentially.
• The investigator interviews those involved and gathers objective evidence.
• A resolution meeting may be offered if appropriate and welcomed by the complainant.
• The investigation is guided by fairness, transparency, and proportionality.

Stage 4: Providing the Outcome

• A written outcome is provided within 28 calendar days of the initial complaint.
• If the 28-day deadline cannot be met, the complainant will be updated in writing with reasons and a new expected date.
• The outcome will include:
   ▪ A summary of the issue raised
   ▪ The findings of the investigation
   ▪ Any action taken or planned
   ▪ A sincere apology, where appropriate
   ▪ Learning points or service improvements
• The complainant will be invited to give feedback or request a review.

Stage 5: Internal Review and Quality Assurance

• The complaint is reviewed by the Registered Manager for quality assurance.
• Themes or repeated issues are flagged for organisational learning.
• Findings are shared (confidentially) in staff training or governance reviews.
• The complaint is formally closed and logged, with actions recorded.

Stage 6: Escalation Options

• If the complainant remains dissatisfied, or requires support in raising or escalating a complaint, we provide access to independent bodies including:

Local Government and Social Care Ombudsman (LGSCO)

For unresolved complaints about adult social care services

• Website: www.lgo.org.uk
• Telephone: 0300 061 0614
• Email: advice@lgo.org.uk
• Address: PO Box 4771, Coventry, CV4 0EH

Care Quality Commission (CQC)

For concerns about safety, regulation, or rights of people using services

• Website: www.cqc.org.uk
• Telephone: 03000 616161
• Email: enquiries@cqc.org.uk
• Address: Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA

Advocacy Services

If the complainant needs help understanding the process or making a complaint, we will offer to refer them to an independent advocacy service for support. This ensures their voice is heard and they are supported in decision-making, especially if they lack capacity or experience communication barriers.

At Rose Family Care Ltd, we are committed to a culture of transparency, learning, and continuous improvement. We see every complaint as an opportunity to strengthen the quality and safety of the care we provide.

We are dedicated to:

• Complying fully with Regulation 16 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014
• Upholding our duty of candour when things go wrong, including open and honest communication
• Using feedback to drive meaningful service improvements and share learning across our team

Treating every person involved in the complaints process with fairness, respect, and confidentiality