01.Local Resolution

Our agency operates under the principle that complaints are most effectively resolved directly with the service users by our staff and management. They will arrange for appropriate inquiries in line with the nature of the complaint, which may include engaging an independent investigator if necessary. For complaints involving safeguarding matters, we will make a referral to the local safeguarding adult’s authority.

02. Complaints Review

Following national guidance, our agency acknowledges that if a complaint remains unresolved after Stage One, the complainant retains the right to escalate their complaint to the body responsible for commissioning the service, such as the local authority or health service, depending on the nature of the complaint and the type of service involved.

03.Independent External Adjudication

If complainants remain dissatisfied with the management and outcome of their complaint, our agency recognises their right to refer the matter to the Local Government Ombudsman, Health Service Ombudsman, or in the case of some private healthcare providers, through the Independent Healthcare Advisory Services (IHAS), for external independent adjudication.

Role of the Care Quality Commission

Our agency informs users that while the Care Quality Commission (CQC) does not directly investigate complaints, it welcomes hearing about any concerns. We provide users with information on how to contact the CQC through their leaflet. Additionally, our agency submits any requested or required information about complaints to the CQC as part of its compliance review policy.