Care Clarity Support & Advocacy

Complaints Policy

Complaints, Suggestions and Compliments Policy and Procedure

Organisation: Care Clarity Support & Advocacy Ltd
Reference: CC-POL-COMP-001
Issue date: 02 May 2026
Version: Status: Live policy

This policy outlines the complaints procedure at Care Clarity Support & Advocacy Ltd. It has been reviewed with Section updated to explain governance roles. For these changes to reflect in the policy, the system details questionnaire will need to be updated. Underpinning knowledge references and Further Reading links have also been checked and updated.

  • The Care Act 2014
  • The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014
  • Human Rights Act 1998
  • The Local Authority Social Services and national Health Service Complaints (England)

Regulations 2009

  • Mental Capacity Act 2005
  • Mental Capacity Act Code of Practice
  • Data Protection Act 2018
  • UK GDPR
  • Compensations Act 2006
  • Equality Act 2010
  • The Accessible Information Standard (DCB1605 Accessible Information)
  • Author: NHS England, (2026), Accessible Information Standard

https://www.england.nhs.uk/accessible-information-standard/

  • Author: ICO Information Commissioner’s Office, (2026), Complaints (internal Reviews)

Available from: https://ico.org.uk/ foi-request/complaints-internal-reviews/

  • Author: Local Government and Social Care Ombudsman, (2018), Adult Social Care

Guides Launched to Help Providers Deal with Complaints better Available from: https://www.lgo.org.uk/ guides-launched-to-help-providers-deal-with-complaints-better

  • Author: CQC, (2025), Regulation 16: Receiving and Acting on Complaints

Available from: https://www.cqc.org.uk/ receiving-acting-complaints

  • Author: NICE, (2018), Decision-making and Mental Capacity – Guidelines NG108

Available from: https://www.nice.org.uk/guidance/ng108

  • Author: Parliamentary and Health Service Ombudsman, (2026), What to Do Before you

Come to Us Available from: https://www.ombudsman.org.uk/making-complaint/before-you-come-to-us

  • Author: CQC, (2025), Regulation 20: Duty of Candour (regulation in full)

Available from: https://www.cqc.org.uk/ service-providers-and-managers/health-social-care-act/regulation-20/regulation-20-in- full

  • Author: The Care Quality Commission, (2025), Regulation 20: Duty of Candour

Available from: https://www.cqc.org.uk/ service-providers-and-managers/health-social-care-act/regulation-20

The company aims to

*Offer skilled care to enable people supported by us to achieve their optimum state of health and well-being. *Treat all people supported by us and all people who work here with respect at all times. *Uphold the human and citizenship rights of all who work and visit here and of all Clients. *Support individual choice and personal decision-making as the right of all Clients. *Respect and encourage the right of independence of all Clients. *Recognise the individual uniqueness of Clients, staff and visitors, and treat them with dignity and respect at all times. *Respect individual requirement for privacy at all times and treat all information relating to individuals in a confidential manner. *Recognise the individual need for personal fulfilment and offer individualised programmes of meaningful activity to satisfy that need of Clients and staff. To ensure that Care Clarity Support & Advocacy Ltd has an effective system in place to manage complaints, suggestions and compliments. To ensure that Care Clarity Support & Advocacy Ltd complies with any legal requirements, regulations, guidelines and best practice. This policy ensures that the duty of candour is upheld, promoting transparency and openness in all aspects of care and support, especially when things go wrong. Clients and their families are informed of any incidents affecting their care and support, and appropriate actions are taken to rectify and learn from such events. This policy provides a clear, accessible, and effective process for receiving and acting on complaints, ensuring that Clients and their representatives can raise concerns and have them addressed promptly. Feedback is used to drive continuous improvement and enhance the quality of care, and support is provided throughout the complaint process.

To support Care Clarity Support & Advocacy Ltd in meeting the following Quality Statements:

  • Relevant Legislation

    • The Care Act 2014
    • The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014
    • Human Rights Act 1998
    • The Local Authority Social Services and national Health Service Complaints (England)

    Regulations 2009

    • Mental Capacity Act 2005
    • Mental Capacity Act Code of Practice
    • Data Protection Act 2018
    • UK GDPR
    • Compensations Act 2006
    • Equality Act 2010
    • The Accessible Information Standard (DCB1605 Accessible Information)

    Roles Affected

    • all Staff

    People Affected

    • Clients

    Stakeholders Affected

    • Family
    • Advocates
    • Representatives
    • Commissioners
    • external health professionals
    • Local Authority
    • NHS

    This policy provides a clear and effective process for receiving and acting on complaints, ensuring that Clients and their representatives can raise concerns and have them addressed promptly. Feedback is used to drive continuous improvement and enhance the quality of care and support that is provided. This policy ensures that the duty of candour is upheld, promoting transparency and openness in all aspects of care and support, especially when things go wrong. Clients and their families are informed of any incidents affecting their care and support, and appropriate actions are taken to rectify and learn from such events. To improve the quality of the Client’s experience. To ensure that all complaints and suggestions are promptly addressed, resolved and shared within the agreed timescales to ensure that lessons are learned and that the learning improves service quality and delivery.

    Where required, Care Clarity Support & Advocacy Ltd will be registered with the CQC for regulated activities, service types and service user bands as defined in the CQC Statement of Purpose. This will ensure that Care Clarity Support & Advocacy Ltd provides services that are safe, effective, caring, responsive and well-led in line with the CQC’s published quality statements, regulatory framework and associated best practice guidance. Domiciliary care service, personal Care

    Care Clarity Support & Advocacy Ltd provides care and support to Clients with a range of needs in a person-centred, safe, and lawful way. all staff must follow the guidance within this policy and the Client’s Care Plan, ensuring that assessed needs, reasonable adjustments and individual preferences are met.

    • Every Client is treated equally and with dignity and respect
    • Care and support are tailored to individual needs, preferences and desired outcomes
    • Staff follow legal, regulatory, and professional guidance at all times
    • Person-centred approaches are used to promote independence, choice, and wellbeing

    To support this approach, staff will also follow the policies and procedures below where applicable:

    • Person-Centred Care and Supporting Planning
    • Raising Concerns, Freedom to Speak Up and Whistleblowing
    • Mental Capacity Act (MCA) 2005
    • Deprivation Of Liberty in Community Settings
    • Equality, Diversity and Human rights
    • Overarching Medicines Management
    • Positive Behaviour Support Including challenging Behaviour
    • Restrictive Practices Including Restraint and Physical Interventions
    • Sex, Sexuality and Relationships

    This list is not exhaustive and there will be additional policies and procedures in place to support specific Client needs. Staff must seek clarification from their line manager or the Registered Manager, Linda Akli, if there is any uncertainty. Staff supporting any specialist area of need will receive appropriate induction and training. They will complete competency assessments, where required, to meet the needs of Clients as outlined in the Training Policy and Procedure at Care Clarity Support & Advocacy Ltd. To ensure Clients receive person-centred care and support from Care Clarity Support & Advocacy Ltd, staff must adhere to the following:

    The Registered Manager, and nominated individual of Care Clarity Support & Advocacy Ltd, have overall management responsibility for this policy and procedure and for ensuring the proper governance of Care Clarity Support & Advocacy Ltd. The Registered Manager role is held by: Linda Akli The nominated individual role is held by: Linda Akli

    • The organisation is managed and governed appropriately
    • Suitable systems are in place to effectively assess, monitor and improve the service
    • Records are completed accurately and stored safely and securely
    • That the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act

    2018 are met

    • Care and support delivered is consistent, safe and of high-quality

    Care Clarity Support & Advocacy Ltd understands complaints to be an expression ofdissatisfaction requiring a response, communicated verbally, electronically, or in writing. Complaints may be made by any Client, their family or advocate acting on their behalf, with their consent or in their best interests Care Clarity Support & Advocacy Ltd takes complaints seriously. We will aim to put thingsright that have gone wrong and learn lessons to avoid the problem happening again. This policy sets out the framework for how Care Clarity Support & Advocacy Ltd will achieve this. The detail of how Care Clarity Support & Advocacy Ltd will do this will be found in the associated procedures Care Clarity Support & Advocacy Ltd will comply with legislation, national guidelines,

  • regulation and best practice when managing complaints and suggestions. A systematic approach will be taken with all aspects of complaints and suggestions
    • Complaints made or concerns raised by staff will be addressed via the grievance process if the complaint or concern relates to them individually, or via the

    Whistleblowing procedure where a protected disclosure is made

    Care Clarity Support & Advocacy Ltd understands its statutory obligations in respect of theDuty of Candour and will ensure it follows the agreed policy and procedure

    Care Clarity Support & Advocacy Ltd will ensure that its complaints and compliments process is fair and transparent and does not discriminate directly or indirectly because of the following:

    • Age
    • Being or becoming a transgender person
    • Being married or in a civil partnership
    • Being pregnant or on maternity leave
    • Disability
    • Race including colour, nationality, ethnic or national origin
    • Religion, belief or lack of religion/belief
    • Sex
    • Sexual orientation

    The complainant will feel free to complain without fear of reprisal and will be treated with courtesy, respect and compassion. Care Clarity Support & Advocacy Ltd will ensure that the process for how to make a complaint and the feedback given to the complainant are provided in a way that meets the Accessible Information Standard and are in a format that the Client can understand. For Clients who require additional support such as an interpreter, advocate or any other support necessary, Care Clarity Support & Advocacy Ltd will acknowledge this and help people receive the support required to be able to complain should they wish. Care Clarity Support & Advocacy Ltd will seek out opportunities to obtain feedback from Clients and stakeholders. Care Clarity Support & Advocacy Ltd will act with sensitivity, integrity and professionalism by treating individuals who do complain or make a suggestion with compassion, courtesy and respect. Care Clarity Support & Advocacy Ltd will protect the Client’s right to confidentiality. Care Clarity Support & Advocacy Ltd will ensure that alternative methods of communication and support are available so that the complaints and suggestions procedures are accessible for Clients who experience difficulties with communication or whose first language is not English. Staff will undertake training on how to manage complaints in line with their roles and responsibilities. Care Clarity Support & Advocacy Ltd understands that it can be di cult to separate a complaint from a concern and, ultimately both require action. Therefore, Care Clarity Support & Advocacy Ltd will follow this policy when there is any dissatisfaction with the service.

    A full record will be held of all complaints and concerns received regardless of the level of seriousness and means of communication. This approach allows an open and transparent culture around raising concerns in the earliest stage to allow resolution. A record of the complaint will also be held in the Client’s Care le and will be reported in line with contractual or regulatory requirements. Where a complaint or concern is raised that relates to the Client being harmed or likely to be harmed, Care Clarity Support & Advocacy Ltd will follow its Safeguarding Policy and Procedures in addition to the complaints procedures, seeking advice and guidance from the Rutland County Council Safeguarding Adults Team and escalating concerns in line with Rutland County Council procedure. Care Clarity Support & Advocacy Ltd will also notify the CQC in line with its statutory duty.

    It is acknowledged that all staff working at Care Clarity Support & Advocacy Ltd may find themselves presented with a person wishing to raise a concern or complaint at any time. Therefore, staff need to be able to manage this in a sensitive, structured and timely manner. In order to do this, staff will:

    • Be trained on induction and as a routine measure to ensure knowledge is embedded,

    refreshed and understood around the complaints procedure

    • Have access to the complaints, suggestions and compliments procedure
    • Be provided with the opportunity to reflect and learn from complaints as a means of developing and driving quality careflect the planned changes to care and Linda Akli informed of the
    • Appreciate that any feedback from Clients or their representatives that is of concern needs immediate resolution, where possible, to their satisfaction. Care Plans will be updated to re feedback. Failing to do this may result in a complaint
    • Be clearly advised that, when presented with a complaint, swift escalation to management is necessary and that purposefully withholding or concealing concerns expressed by Clients or their representatives may lead to disciplinary action Care Clarity Support & Advocacy Ltd has, and continues to develop, an open culture of continuous development which is instifilled in everyone who works within the organisation, with a clear ethos of viewing concerns and complaints as opportunities for improvement. The management team at Care Clarity Support & Advocacy Ltd is responsible for ensuringcompliance with this policy, regulations, improvement planning and for having arrangements in place to provide relevant reports and information regarding complaints Linda Akli is the main point of contact for the receipt, investigation andmanagement of complaints within Care Clarity Support & Advocacy Ltd. however, this may be delegated to a senior member of staff within Care Clarity Support & Advocacy Ltd who holds the experience, knowledge and competence to investigate and manage complaints Care Clarity Support & Advocacy Ltd will ensure the procedure for raising a complaint isaccessible and displayed prominently in Care Clarity Support & Advocacy Ltd, on the website of Care Clarity Support & Advocacy Ltd and in Client information and guides.

    Alternative languages and formats are available on request

    Care Clarity Support & Advocacy Ltd welcomes compliments and suggestions and recognises their importance in celebrating and recognising the success of its service and opportunities for improvement. We will engage with a wide range of stakeholders in addition to Clients to support service development and improvement. We will share feedback with our staff. Care Clarity Support & Advocacy Ltd will follow the Local Government and Social Care Ombudsman best practice (a link to which can be found in the Underpinning knowledge section of this policy) and, where Clients are receiving services from more than one organisation, it will ensure they can make a complaint to anyone and be provided with a single response following a joint investigation. Care Clarity Support & Advocacy Ltd understands that some Clients may take in and retain information in different ways. To support full understanding and engagement, this policy is available in accessible formats. The accessibility tools tool has various ways of making this policy accessible by providing this policy in:

    • Audio
    • Large print
    • Multiple languages

    This policy can also be made available in

    • Easy-read versions
    • Simple-policy view to reduce navigation and complexity

    These options are in place to help Clients to understand and engage with this policy more easily.

    A complaint can be made to Care Clarity Support & Advocacy Ltd by:

    • Clients
    • Someone acting on behalf of the Client and with their written consent, e.g. an advocate,

    relative, Member of Parliament

    • Someone acting on behalf of the Client who is unable to represent his or her own interests, provided this does not conict with the Client

    ’s right to confidentiality or a previously expressed wish of the Client Complaints can be received either verbally or in writing, and could be:

  • In person
  • By telephone
  • In writing
  • Through a member of our staff
  • Through an advocate or representative

Where someone complains verbally, Care Clarity Support & Advocacy Ltd will make a written record and provide a copy of it within 3 working days:

  • By letter
  • By email

Complaints can be sent to

The Registered Manager

74 Branston Road, Uppingham, Rutland LE15 9RS, Oakham,

Rutland

LE15 9RS

Verbal complaints can be made in person or via

Care Clarity Support & Advocacy Ltd Telephone Number: 0333 335 5869 Care Clarity Support & Advocacy Ltd Email: [email protected] On call Telephone Number: 0333 335 5869 Care Clarity Support & Advocacy Ltd recognises that there are times where some Clients will need additional support to be able to provide feedback to the service. Care Clarity

Ltd commits to offering information in various accessible formats such as easy read documents, audio versions, and translated materials through interpreters. At the time of the preservice assessment Care Clarity Support & Advocacy Ltd will identify how much support the Client may require in this area. This will be logged in the agreed Care Plan, and reviewed as part of the ongoing evaluation process of the Client’s Care needs. Care Clarity Support & Advocacy Ltd provides easy read versions of the Complaints, Suggestions and Compliments policy and procedure and ensures that Clients are given information on how to make a complaint and the process once a complaint has been made, including any agreed timescales. Care Clarity Support & Advocacy Ltd will ensure that Clients are given information on how to make a complaint and the process once a complaint has been made, including any agreed timescales. Care Clarity Support & Advocacy Ltd will support individuals who wish to lodge a complaint by ensuring accessibility and providing the necessary assistance in line with the Accessible Information Standard. Additionlly, for Clients who require further support, Care Clarity Support & Advocacy Ltd will help to arrange advocacy services to assist individuals in navigating the complaint process, ensuring their concerns are heard and addressed effectively. This is to support the complaint process and ensure it is as inclusive and supportive as possible for everyone. Further information on supporting Clients with communication needs can be found in the:

  • Supporting Communication and Sensory Needs Policy and Procedure
  • Person-Centred Care and Support Planning Policy and Procedure

Advocacy support information can be found in the Advocacy Policy and Procedure of The Care Clarity Support & Advocacy Ltd. Complaints should be submifitted within 12 months of the incident or concern arising. The time limit, however, can and should be waived, if:

  • It is still practical and possible to investigate the complaint (the records still exist and the individuals concerned are still available to be questioned, etc.) and
  • The complainant can demonstrate reasonable cause for delay in making the complaint

It is at the discretion of the manager of the service if the time limit can be set aside.

When a complaint is raised to staff, staff will make an effort to resolve it immediately to the satisfaction of the complainant. Staff will apologise for the fact that there was the need to complain in the first instance and explain the complaints process as described in the procedure steps. Staff will report the complaint to the most senior member of staff on duty and the complaint will be logged. If the complaint relates to that individual, the staff member will report the complaint to the member of staff who is next in line in seniority. Formal acknowledgement of all complaints received (whether verbal or written) will be sent within 3 working days to the complainant. This could be via letter or email. Care Clarity Support & Advocacy Ltd will have a local system in place to manage out-of-hours and weekend complaints received.

The acknowledgement will include

  • An invitation to meet and discuss the complaint
  • Who will be investigating the complaint
  • how the investigation will be handled – the response should state what the investigation will be focused on
  • A time limit for the investigation to be concluded. This should be 28 working days.

however, some cases may take longer and the complainant will be made aware of this

  • The complaints procedure and contact details of bodies that can be accessed in the event of dissatisfaction with the outcome of the investigation Following a full investigation, a response letter will be sent and this will include the following:
  • A summary of the issue from the complainant’s point of view
  • Details of the evidence and sources consulted in order to investigate the issue fully and fairly
  • A presentation of the findings for each issue clearly and concisely described
  • A conclusion, stating clearly whether the issue is ‘upheld’, ‘partially upheld’ or ‘not upheld’; unless it is ineligible, in which case the reason for this will be given, e.g. out of time or out of jurisdiction

time or out of jurisdiction

  • An explanation of the outcome and whether any remedial action or learning points arise from the investigation of that issue
  • An apology where the issue is upheld and shortcomings or failings have been found
  • The complainant’s rights if not satisfied with the outcome to refer to The Local

Government and Social Care Ombudsman

  • A signature from the responsible individual or sent by email in their name

The complaint will be closed once confirmation has been received that there is satisfaction with the outcome. In the event of dissatisfaction, Care Clarity Support & Advocacy Ltd will support the complainant to access further support. (Refer to section and A record will be held of all complaints raised and contain the following information:

  • Each complaint received
  • Subject matter and outcome
  • Details of any reason for delay where investigations took longer than the agreed response period
  • The date the report of outcome was sent to the complainant
  • If no action is taken this will also be recorded. Where complaints relate to a particular Client, a copy of the complaint will be held in their care records so that the Client can reflect on the recommendations. Where complaints are raised by telephone, the log will include the date and time of the call and this will be followed up with written confirmation of the areas discussed. Where a complaint indicates the potential abuse of Clients, safeguarding policies will be followed as per local authority expectation and necessary notifications made to the regulatory body. Where Care is commissioned by Rutland County Council, their reporting procedure for notifying them of complaints will be followed. Where complaints are to be shared as part of learning, the complaint will be anonymised so there is no identifiable Client information, in line with UK GDPR and data protection law.

all investigations will be managed by using the following approach

  • Investigating the fact
  • Assessing evidence
  • Interviewing those involved

Where necessary, advice and support will be sourced via senior managers within the organisation. The complaint must be investigated by a member of staff with the knowledge, experience and seniority to undertake the investigation robustly. confidentiality of information will be considered at all times and staff will adhere to the confidentiality policies and relevant codes of practice. appropriate action will be taken without delay to respond to any failures identified by a complaint or the investigation of a complaint. If an investigation of a complaint results in disciplinary action against staff within Care Clarity Support & Advocacy Ltd, the complaint will continue to its conclusion. The complainant will be informed that the investigation has led to the disciplinary process, but the details of the outcome or ongoing investigation will remain confidential. Care Clarity Support & Advocacy Ltd conducts investigations impartially and without discrimination, the approach to a Client’s support will remain unchanged in this way and indiscriminate treatment will be provided. Where more than one organisation is involved in the Client’s Care, they, or their representative, will be able to complain to any of them and Care Clarity Support & Advocacy Ltd will contact the other organisations, carry out a joint investigation and provide a single joint response. Clients must not have to contact each organisation separately. If someone complains and Care Clarity Support & Advocacy Ltd is not responsible for the care or service complained about, rather than turning the complainant away, Care Clarity Support & Advocacy Ltd will share the concerns with the correct organisation(s). It will be necessary to obtain the individual’s permission to do this. If the person prefers that their complaint is not shared with another organisation (or organisations), Care Clarity Support & Advocacy Ltd will signpost them to the right organisation instead and provide the person with their contact details. Care Clarity Support & Advocacy Ltd will follow Local Government Ombudsman (LGO) guidance for managing this.

all efforts will be made by Linda Akli to resolve all complaints within Care Clarity Support & Advocacy Ltd. If a particular Client does not wish to raise a complaint directly with management within Care Clarity Support & Advocacy Ltd, in the first instance, staff will try and sensitively establish their reasons why and aim to resolve and address any concerns that present. Care Clarity Support & Advocacy Ltd recognises the importance of Clients being able to speak freely and raise a concern or complaint regarding anyone in the organisation, including the Registered Manager. Clients are provided with information relating to who to contact in the event that this is necessary. If the complaint relates to the conduct of the Registered Manager then the following process applies: This process ensures that all complaints are managed fairly and impartially. Anonymous complaints will be investigated in the same way as named complaints. They will be logged and any corrective action necessary will be taken and also logged.

The right to Appeal a Decision and internal Review

Following the outcome of the investigation, if the complainant is dissatisfied with the response or handling of information, they have the right to appeal the decision by Care Clarity ed of this Care Clarity Support & Advocacy Ltd will conduct an Care Clarity Support & Advocacy Ltd. Upon being noti internal review of how the complaint was handled. The investigation will be conducted by a member of staff with suitable staffing that is not the original responder to the complaint, such as the Linda Akli.

  • You believe that the outcome of a complaint was incorrect and disagree with the initial decision
  • You disagree with the initial decision as you suspect there was a failure in the complaint process
  • Such as insufficient investigation
  • A misunderstanding of your complaint
  • A misinterpretation of evidence
  • You can provide new evidence or information that wasn’t available during the initial

complaint that affects the outcome

  • You feel the decision is unfair or unreasonable

Care Clarity Support & Advocacy Ltd recognises that as a key part of transparency and continuous improvement, conducting an internal investigation of this process is necessary before signposting the complainant to an external body.

Following the initial handling of the complaint and the appeal process, in the event that the Client feels their complaint is unresolved, there are many bodies that can support or will need to be informed to assist with this (to ensure there is no bias). These services may conduct an independent review on how the complaint has been handled and will consider if the complaint has been:

  • Handled fairly
  • Investigated thoroughly and efficiently, exploring all the facts
  • Handled objectively

They will issue a final report that outlines their findings and recommendations. Care Clarity Support & Advocacy Ltd will fully cooperate with this process and provide the independent reviewer all the information required to ensure transparency. We have a commitment to continuously improve, as part of that commitment we fully understand the importance of learning from the outcomes of this process. The following external bodies can assist with a complaint that a person feels remains unresolved: The Care Quality Commission will not investigate complaints on behalf of individuals but does like to be informed of any concerns regarding a care provider, such as poor care that has been seen or experienced. Information given to the CQC will help to prevent others from going through the same experience and can be fed back via:

national Correspondence

Citygate, Gallowgate Newcastle upon Tyne NE1 4PA Tel: 03000 616161 Fax: 03000 616171 Individuals have the right to raise their complaint with the Local Government and Social Care Ombudsman. This is a free service and individuals can contact their Local Government and

Social Care Ombudsman via

The Local Government and Social Care Ombudsman

PO Box 4771 Coventry CV4 0EH

Coventry CV4 0EH Tel: 0300 061 0614 Email: [email protected] Website: https://www.lgo.org.uk/ Complaint form: https://www.lgo.org.uk/complaint-form The Local Government Ombudsman (LGO) may investigate complaints from people who arrange their own care. Self-funders will have the right to complain to an independent and impartial Ombudsman. Individuals must be advised that the Local Government and Social Care Ombudsman will not investigate the complaint until the provider has had the opportunity to respond and resolve the matter in the first instance. Individuals have the right to raise a concern about a service that is NHS funded. This is a free service and individuals can make contact via:

  • Telephone 0345 0154033
  • Email [email protected]
  • Website www.ombudsman.org.uk
  • Address: Parliamentary and Health Service Ombudsman, Millbank tower, 30 Millbank,

Westminster, London, SW1P 4QP Linda Akli can also signpost individuals to Healthwatch and the local Independent Complaints Advocacy Service (ICAS). Individuals can make a complaint about a health service they are receiving or have received and can discuss this with the commissioner of the service. Individuals have the right to raise concerns and complaints about adult social care regardless of whether or not they pay for their own Care or if the Council funds it. Individuals can make a complaint about organisations that provide services on the Council’s behalf. The contact details for the Local Authority Complaints Team are: Local Authority Complaints Team: Rutland County Council, Catmose Road, Oakham, Rutland, LE15 6HP If a complaint involves the serious misconduct of a healthcare professional, their relevant f f professional body can be informed and this is determined on an individual case basis in discussion with the Registered Manager. For any external bodies managing complaints, Care Clarity Support & Advocacy Ltd will work with the external body providing information as requested, within any agreed timescales expected. Decisions to raise complaints outside of Care Clarity Support & Advocacy Ltd will be fully respected and the Client will be supported to raise their complaint with the commissioner of the service or to seek the support of an independent advocate or representative. Staff can also refer to section for a further list of organisations that can be accessed. Clients can also be signposted to Citizens Advice guidance. Occasionlly, Care Clarity Support & Advocacy Ltd may receive complaints that are vexatious in that they cause considerable disruption to the work at Care Clarity Support & Advocacy Ltd, disproportionate cost and time to handle, and impact the wellbeing of staff (because of the way the complaint is made or because of its repetitive nature). Care Clarity Support & Advocacy Ltd will ensure that it meets the requirements of the Equality Act 2010 to make ‘reasonable adjustments’ for disabled Clients. In some circumstances, Clients may have a disability that makes it difficult for them to either express themselves or communicate clearly and/or appropriately. Where there is an indication that this may be the case, Care Clarity Support & Advocacy Ltd will consider the needs and circumstances of the Client or complainant in the first instance and use this information to inform any decisions that are made. Where appropriate, Care Clarity Support & Advocacy Ltd will consider complaints to be vexatious, but would not label an individual complainant as vexatious. Even if Care Clarity Support & Advocacy Ltd decides that an individual’s complaint about the service is vexatious, that does not preclude that person from making a formal complaint. Care Clarity Support & Advocacy Ltd would still consider any such complaints in line with the usual procedures, as outlined in this policy. To help decide whether a complaint is vexatious Care Clarity Support & Advocacy Ltd will consider the full history and context of interactions with the individual making the complaint, and will look at both the nature of the complaint and the manner in which it is made. The particular issues that will inform a decision will include whether:

  • The primary purpose and/or effect of the complaint is to disturb, disrupt and or/

pressurise Care Clarity Support & Advocacy Ltd, its staff or an individual member of staff

  • The primary purpose and/or effect of the manner in which the complaint is made is to disturb, disrupt and or/pressurise the Care Clarity Support & Advocacy Ltd, its staff or an individual member of staff
  • The complaint is otherwise clearly unreasonable

If at any point in the handling of a complaint a member of staff believes it meets the criteria to be deemed vexatious it must be referred to the Registered Manager with a summary of why it be deemed vexatious, it must be referred to the Registered Manager with a summary of why it is thought to be vexatious. Linda Akli will consider the complaint, seek external advice if appropriate, and will either declare the complaint as being vexatious or not. Where a complaint is not deemed to be vexatious it will be returned to the appropriate point in the complaints handling process. If a complaint is deemed to be vexatious, the Registered Manager will respond directly to the complainant explaining why it is thought to be so and will explain that the complaint will be closed with no further action. The Registered Manager will also consider if the making of a vexatious complaint also requires the application of a restriction on communication following unreasonable behaviour. The decision to declare a complaint as vexatious will be recorded in the complaints register for Receiving compliments is an opportunity to celebrate and recognise success. Care Clarity Support & Advocacy Ltd future reference.

Care Clarity Support & Advocacy Ltd will ensure that Any declaration that refers to the specific complaint being vexatious and any further

  • all compliments are shared with staff and displayed in a public area to highlight good practice complaints from the same individual will still be considered.
  • Compliments are anonymised or permission is sought before displaying them

If any individual wishes to challenge a decision made in relation to this policy, and all attempts to resolve the complaint locally have been unsuccessful, details of the Complaints Team of

  • The number of compliments received is logged as part of a quality assurance programme Rutland County Council and Parliamentary and Health Service Ombudsman (PHSO) will be shared with the complainant.
  • Verbal, positive feedback from Clients and relatives is also deemed a compliment and will be recorded and shared with colleagues
  • Compliments form a core agenda item at staff, Client and relative meetings

Suggestions can be made verbally or in writing and generally are in response to seeking a means of changing practice for the better.

  • Suggestions are not complaints, but in some circumstances, if they are not considered or actioned, they could lead to a complaint
  • When suggestions are raised in meetings or as part of a conversation, these will be documented and then outcomes of such suggestions recorded to show consideration
  • Staff will be encouraged to share their suggestions, or suggestions received by relatives and Clients, with Linda Akli

Linda Akli will consider implementing a suggestions system to encourage

  • comments from Clients, staff and visitors

Care Clarity Support & Advocacy Ltd will monitor, review and analyse all information received about the service as a means of continuously reviewing performance, quality and safety. Care Clarity Support & Advocacy Ltd operates with an ethos of continuous improvement and will:

  • Ensure all complaints are logged as described in section
  • Identify themes and trends
  • Create actions to improve any identified themes and trends

Share themes, trends and actions with Care Workers working for Care ClarityCare Clarity Support & Advocacy Ltd

  • Ensure that staff are trained to deal with complaints and understand the procedure for managing complaints
  • Conduct audits on the complaints process to evaluate timescales, outcomes and feedback Care Clarity Support & Advocacy Ltd values feedback from complaints as a critical tool for continuous improvement. It commits to thoroughly analysing all complaints received to identify patterns and areas for enhancement. specific actions or changes that may be implemented based on complaints include revising policies, providing additional staff training, updating procedures, and enhancing communication channels. Each complaint will be documented and actionable insights and lessons learnt will be shared with relevant stakeholders to ensure that corrective measures are taken promptly to prevent recurrence and improve overall service quality. As part of the commitment of Care Clarity Support & Advocacy Ltd to good governance, the complaints process will remain effective and responsive, using a process of regular reviews and assessments. This includes audits of complaint records to evaluate response times, resolution rates, and customer satisfaction post-complaint resolution. Care Clarity Support & Advocacy Ltd will also gather feedback from complainants on their experience with the complaints process. findings from these reviews will be used to rene the complaints handling procedures, ensuring they are user-friendly, efficient, and aligned with best practices. Regular staff training will be conducted to keep all team members updated on any changes and to reinforce the importance of effective complaint management. Care Clarity Support & Advocacy Ltd is commifitted to the growth and development of the service. As such we recognise that concerning trends identified over time or processes that do not t from an independent review. Care Clarity Support & Advocacy Ltd seem to be working may bene ill k t l t f i d d t lt t h ld it b d d

will seek external support from an independent consultant should it be deemed necessary. For more details, staff should also refer to the following policies and procedures:

  • good governance Policy and Procedure
  • Quality and Quality Assurance Policy and Procedure
  • Auditing Policy and Procedure

Without feedback it is impossible to improve our service. We have a strong ethos on embracing the feedback we receive be it a compliment or concern to enhance our service. As part of our commitment to create and maintain a positive culture, we embed this ethos in our staff training from induction onwards to make sure that any feedback is viewed as a catalyst for improvement. If we do not know about it, we cannot do anything to improve or change it. We share our overarching identified lessons learned and outcomes with both staff and Clients to make sure that they feel part of this process, are kept informed and are invested in our commitment for the betterment of the service.

  • A compliment is an expression of satisfaction about a service the Client has received
  • Compliments are positive feedback that can be received verbally or in writing and can include expressions of praise, admiration, congratulation and encouragement
  • A complaint is an expression of dissatisfaction, disappointment or discontent. This could be in response to an act of omission, decision or act
  • Complaints can be made in various ways and include:
  • verbally
  • electronically
  • Local feedback channels
  • Writing
  • Self-funded care is defined as care that is paid for entirely by the person receiving it
  • A vexatious complaint is one that is pursued, regardless of its merits, solely to harass,

annoy or subdue somebody; something that is unreasonable, without foundation, frivolous, repetitive, burdensome or unwarranted

  • Any feedback received from Clients or their representatives can influence positive change and quality delivery of care and must be discussed with the manager
  • The receipt of complaints, suggestions and compliments is everyone’s responsibility and therefore staff will know what to say and how to respond. Staff need to be able to promote an open, honest and transparent service to encourage people to feel able to feedback and raise concerns
  • Staff will be involved in quality improvement planning in response to themes from both compliments and complaints received by the service. Compliments will be recognised and celebrated and staff will be supported during any complaints investigations
  • Services where dual roles are held by the Registered Manager have alternative external arrangements in place that are clearly documented to support people to complain without prejudice and to support impartiality
  • The process for you to raise a concern, make a suggestion or give a compliment will be simple and it is our intention that you feel listened to and understood
  • In line with our commitment to continuous improvement, your concerns, suggestions and compliments will make a positive difference to future care at Care Clarity

Care Clarity Support & Advocacy Ltd

  • You have the right to feel confident to raise a concern, make a suggestion or give a compliment As well as the information in the ‘Underpinning knowledge’ section of the review sheet, we

recommend that you add to your understanding in this policy area by considering the following materials. https://www.ombudsman.org.uk/about-us/our-principles/principles-good-complain… https://www.cqc.org.uk/sites/default/files/20141208_complaints_matter_report.pdf https://www.lgo.org.uk/ practice-guide-for-care-providers https://www.england.nhs.uk/integratedcare/what-is-integrated-care/#ccg-e

  • all complaints are logged, investigated and the outcomes are fed back to the complainant within the agreed timescales
  • Trends in complaints are identified and tracked to improve service delivery
  • There is evidence of annual reporting as a means of commitment to transparency and quality. Prepare and publish an annual report detailing the numbers of complaints, compliments and suggestions and the actions taken as a result
  • Clients are involved in the complaints handling process and future design of procedures.

Their views influence future management decisions

  • The service is dedicated to continuous improvement and any complaints are viewed as a means to make things better

The following forms are included as part of this policy

  • Complaint Investigation Template – QQ03 To record a complaint and investigation.
  • Complaints Procedure for Service Users – QQ03 To be displayed in a prominent position at the Service and given to Service Users prior to admission.
  • Complaints and Compliments Register – QQ03

To record compliments or complaints

  • Complaint acknowledgement letter Template – QQ03 To acknowledge a complaint received.
  • Complaint Final Response letter Template – QQ03 To respond to a complaint when the investigation is completed.

(attach the complaint letter or notes of verbal complaint to this form):

(outline the planned activities to investigate the complaint):

(attach interview notes to this form):

(attach any written communication to this form)

We always aim to provide a high standard of care in all our services. Our Clients’ views are important to us and help to ensure our services are consistently meeting people’s needs. If you are unhappy with any of our services, it is important that you let us know. If a complaint alerts us to possible abuse or neglect, we will tell the Local Authority’s Adult Safeguarding Team. The Safeguarding Team will decide how to investigate and monitor outcomes. Often people feel more comfortable suggesting improvements than complaining formally. Suggestions can be made by anyone receiving services, or their friends/family. To make a suggestion you can: Registered Manager

74 Branston Road, Uppingham, Rutland LE15 9RS, Oakham,

Rutland

LE15 9RS 0333 335 5869 We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve the service we provide. We treat all complaints in confidence. Care Clarity Support & Advocacy Ltd assures Clients and their families that it will not withdraw or reduce services because someone makes a complaint in good faith. Anyone affected by the way Care Clarity Support & Advocacy Ltd provides services can make a complaint.

A representative can make a complaint for the affected person if they:

  • If you are not happy about making a complaint yourself and you do not know someone who can talk or write to us on your behalf, we will be happy to find someone from an independent organisation to act as an advocate for you.

You can complain

  • Where someone complains verbally, we will make a written record and provide a copy of it within 3 working days

We deal with anonymous complaints under the same procedure. however, it should be noted, if you provide contact details, we can update you on the outcome of our investigation. The Registered Manager has overall responsibility for dealing with all complaints made about their service. We will provide, as far as is reasonably practical, support for Clients, friends and family who wish to make a complaint but understand that they may wish to contact Care Clarity Support & Advocacy Ltd. or Care Quality Commission directly.

This includes

  • If the complaint relates to the conduct of Linda Akli, you may feel more comfortable to direct your complaint to Linda Akli or Care Clarity Support & Advocacy Ltd. There may be times where the registered manager and nominated individual are the same person. In order to conduct an investigation impartially, Care Clarity Support & Advocacy Ltd may enlist an external professional such as a health and social care consultant or alternative Social Care provider who is registered with CQC to complete this process on our behalf. The Registered Manager or Care Clarity Support & Advocacy Ltd may ask one of the management team to investigate the complaint. That person will have enough seniority and experience to deal with the issues raised by the complaint.

We will formally acknowledge a complaint within working days and give you the name and contact details of the person investigating it. We will keep you informed about the progress of the investigation. We aim to have all complaints nished within unless we agree a different time scale with you. When we have nished investigating, we will arrange to meet with you to discuss the outcome, and write to you with: You should complain as soon as you can after the date on which the event occurred or came to your notice. If you complain more than twelve months later, we may not be able to investigate properly. however, we will consider whether you had a good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.

  • At any stage during the process, if you are not happy with the way Care Clarity Support & Advocacy Ltd is dealing with your complaint you can contact Linda Akli at: 74 Branston Road, Uppingham, Rutland LE15 9RS, Oakham,

Rutland

LE15 9RS 0333 335 5869

You can also contact your Local Authority Complaints Team to complain. You can contact the

Local Authority Complaints Team at

Local Authority Complaints Team: Rutland County Council, Catmose Road, Oakham, Rutland, LE15 6HP

  • Once we have dealt with your complaint, if you are unhappy with our response or handling of information you have the right to appeal our decision. We will conduct an internal review of how the complaint was handled. The investigation will be conducted by a member of staff with suitable staffing that is not the original responder to the complaint, such as Linda Akli- will. We will conduct our review and aim to respond with our findings within 20 working days.
  • Following this process, if you are not happy with the outcome you can refer your complaint to the Local Government and Social Care Ombudsman and ask for it to be reviewed. The Local Government and Social Care Ombudsman provides a free, independent service.

You can contact them at

The Local Government and Social Care Ombudsman

PO Box 4771

Coventry CV4 0EH Tel: 0300 061 0614 Email: [email protected] Website: https://www.lgo.org.uk/ Complaint form: https://www.lgo.org.uk/complaint-form

  • The services of Care Clarity Support & Advocacy Ltd are registered with, and regulated by, the Care Quality Commission. The CQC cannot get involved in individual complaints about providers but is happy to receive information about services at any time.

You can contact the CQC at

Care Quality Commission national Correspondence

Care Quality Commission (CQC)

national Correspondence

Citygate, Gallowgate Newcastle upon Tyne NE1 4PA Tel: 03000 616161 Fax: 03000 616171 Website: www.cqc.org.uk

[Insert date] [Insert name] [Insert address]

[Insert reference] [Insert reference] [Insert name, email address and phone of person managing this complaint]

Dear [Insert title and name] [Insert heading. For example, Complaint about….. ] Thank you for bringing to our attention your concerns in [your letter/your email/our conversation] of [date]. I am sorry that you are not happy with the service provided by The Care Clarity Support & Advocacy Ltd. As I understand it, you are concerned that [Insert your understanding of the issues of concern, using a bulleted or numbered list if there is more than one point]. Please contact me straight away if I have misunderstood your concerns. I would be happy to meet you to discuss the issues you have raised and our investigation procedures, if that would be helpful. [Suggest a date and/or ask them to contact you to arrange]. I am looking into the points you have made as a matter of urgency and shall be in touch with you with a full response by [insert anticipated response time – not longer than 28 working days]. Please do contact me again in the meantime if I can be of further assistance. My email and phone number are provided above.

Yours sincerely,
[Insert name and job title] [Insert date] [Insert name] [Insert address] [Insert reference] [Insert reference] [Insert name, email address and phone of person managing this complaint]

Dear [Insert title and name] [Insert heading. For example, Complaint about….. ] My investigation into the concerns you raised on [Insert date] is now complete. I will address each of the points as outlined in my earlier acknowledgement letter to you. [Repeat each individual point of complaint and follow each one with what you found in the investigation. Put this as a numbered list if there is more than one issue.]