Complaints procedure

Complaints, Compliments and Feedback Policy & Procedures

1. Policy Statement

Almond Care Providers Ltd is committed to providing high-quality, person-centred supported living services. We recognise that receiving feedback—whether positive or negative—is essential to improving the quality of our support and ensuring the wellbeing and satisfaction of the people who use our services, their families, and stakeholders.

We welcome complaints, compliments, and general feedback as opportunities to learn, develop, and continuously improve.

2. Purpose

This policy aims to:

• Ensure all people we support, families, representatives, and staff know how to make a complaint, give a compliment, or provide feedback.
• Promote an open, transparent culture that encourages communication without fear of reprisal.
• Ensure that all complaints are handled promptly, fairly, and confidentially.
• Comply with regulatory and contractual requirements, including the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 and the Care Quality Commission (CQC) Fundamental Standards.

3. Scope

This policy applies to:

• All people we support and their representatives
• Family members, advocates, professionals, and members of the public
• All Almond Care Providers Ltd staff, agency workers, and contractors

4. Principles

Accessibility: Information about how to give feedback or make a complaint will be available in a clear, easy-to-understand format and accessible to all individuals.

Confidentiality: All feedback and complaints will be treated sensitively and confidentially.

Fairness: Complaints will be dealt with impartially, and complainants will not be discriminated against for raising concerns.

Transparency: Complainants will be kept informed of the progress and outcome of their complaint.

Learning Culture: Feedback and complaints are opportunities to improve, not to assign blame.

Duty of Candour: We will be open and honest when things go wrong and take responsibility for rectifying them.

5. Types of Feedback

Compliment: A statement of praise, satisfaction, or appreciation regarding care or service.

Comment/Feedback: A suggestion or opinion on how services may be improved.

Complaint: An expression of dissatisfaction with any aspect of the care, service, or conduct of staff.

6. How to Provide Feedback or Make a Complaint

Feedback, compliments, or complaints can be made:

• Verbally – to any member of staff or manager
• In Writing – via letter
• By Email – info@almondcare.org
• By Telephone – 020 8861 3232
• Through an Advocate or Representative

Address correspondence to:

Registered Manager
Almond Care Providers Ltd – Supported Living
63 Woodmere Avenue, Croydon, London, CR0 7PX

7. Complaints Procedure

Stage 1 – Informal Resolution

• Where possible, complaints should be raised directly with the member of staff or line manager.
• The aim is to resolve the issue promptly within 5 working days.
• The outcome will be documented.

Stage 2 – Formal Complaint

• If the issue is not resolved, the complaint should be escalated to the Registered Manager in writing.
• The complaint will be acknowledged within 3 working days.
• A full investigation will be conducted, and a written response provided within 20 working days.
• If more time is needed, the complainant will be informed and given reasons for the delay.

Stage 3 – Review/Appeal

• If the complainant remains dissatisfied, they may request a review by the Managing Director or Senior Manager.
• A response will be provided within 20 working days of the review request.

8. External Routes

If the complainant remains dissatisfied after internal processes, they may contact:

• Local Authority Commissioning Team (if services are funded by the local authority)
• Care Quality Commission (CQC)
  • Website: www.cqc.org.uk/contact-us
  • Telephone: 03000 616161
• Local Government and Social Care Ombudsman (LGSCO)
  • Website: www.lgo.org.uk
  • Telephone: 0300 061 0614

Service users also have the right to seek support from an advocate at any stage.

9. Recording and Monitoring

• All complaints, compliments, and feedback will be logged in the Complaints & Compliments Folder.
• The Registered Manager will analyse trends, identify learning, and report outcomes to senior management.
• Lessons learned will inform quality improvement plans and staff training.

10. Staff Responsibilities

• All staff must know how to respond to complaints and report them promptly.
• Managers must ensure complaints are handled in line with this policy.
• The Registered Manager must ensure all outcomes and learning are documented.

11. Training

All staff will receive induction and ongoing training on:

• Handling complaints and feedback appropriately
• Promoting a positive and open culture
• Understanding duty of candour and confidentiality obligations