Complaints Policy and Procedure

1. Governance

1.1. This is the Complaints Policy and Procedure for The Good Place Home Care Services Limited.

1.2. The Good Place Home Care Services Limited will be referred to in this document as "The Good Place Home Care Services Limited","The Good Place","We","Us", or "Our".

1.3. Our registered address is: 186 Wetmore Road, Burton-on-Trent, Staffordshire, DE14 1QZ.

1.4. We can be contacted by:-

• a. Telephone: 01283 296 337
• b. Email: [protected:ahello][protected:athegoodplace.care]
• c. Post: The Good Place, 186 Wetmore Road, Burton-on-Trent, Staffordshire, DE14 1QZ

1.5. Words importing one gender include all genders, and words in the singular include the plural and vice versa, unless the context requires otherwise.

1.6. Document control sheet:-

2. Purpose

2.1. To provide a clear framework for managing complaints effectively.

2.2. To ensure that service users, families, and representatives feel confident in raising concerns without fear of negative consequences.

2.3. To maintain transparency and accountability in handling complaints.

2.4. To improve the quality of care by learning from complaints and implementing necessary changes.

2.5. To ensure compliance with CQC regulations and best practices in complaint handling.

2.6. To ensure that we fulfil the legal and regulatory responsibilities.

2.7. To support us to meet, and be able to evidence compliance with, the following CQC Single Assessment Framework quality statements:-

3. Scope

3.1. This policy applies to all staff, including care & support workers, managers, administrative personnel, volunteers, agency workers and contractors engaged by The Good Place, who must understand and adhere to the procedures outlined.

3.2. This policy should be read alongside our Safeguarding Adults Policy and Procedure and our Raising Concerns, Freedom to Speak Up and Whistleblowing Policy and Procedure. Where a concern indicates that a person may be at risk of abuse or neglect, safeguarding procedures must be followed in addition to this complaints process. Where staff have concerns about wrongdoing, unsafe practice or a cover-up, they may raise this as a whistleblowing concern.

3.3. For staff wising to raise a complaint about their employment they must follow our Grievances Policy and Procedure instead.

4. Policy Statement

4.1. At The Good Place, we are committed to providing high-quality domiciliary care services that meet the needs of our service users. We recognise that feedback, including complaints, is essential to improving our services and ensuring the safety, dignity, and satisfaction of those we support.

4.2. This policy sets out our approach to handling complaints efficiently, fairly, and transparently, ensuring that all concerns raised by service users, their families, or representatives are taken seriously and addressed promptly. It also aligns with Regulation 16 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, which requires us to have an effective system for receiving, investigating, and responding to complaints.

4.3. We recognise that some complaints may also be raised with external bodies, including the Care Quality Commission (CQC), commissioners such as local authorities or NHS bodies, or the Local Government and Social Care Ombudsman. We will cooperate fully with any external reviews or investigations and use any findings to improve our services.

5. Legal & Regulatory Framework

5.1. This policy is guided by:-

• a. Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 – Regulation 16 (Receiving and Acting on Complaints).
• b. Care Act 2014 – Supporting service user rights and well-being.
• c. UK General Data Protection Regulation (UK GDPR) – Ensuring confidentiality in complaints handling.
• d. Local Government and Social Care Ombudsman Guidelines – Best practices for complaint resolution.
• e. Regulation 20: Duty of Candour – our commitment to openness, honesty, and providing explanations and apologies when things go wrong.
• f. The Accessible Information Standard – ensuring information is provided in a way service users can understand.
• g. The Equality Act 2010 – ensuring fairness, non-discrimination, and reasonable adjustments for all service users.
• h. Data Protection Act 2018.

5.2. The Good Place is fully committed to meeting the requirements of the Accessible Information Standard (AIS), as set out by NHS England. This means we will ensure that people with a disability, impairment, or sensory loss receive information and communication support that they can understand and use effectively. This may include large print, easy-read versions, audio formats, or the use of interpreters and communication aids. See our Accessible Information Standard (AIS) Policy and Procedure for further details.

5.3. We also comply with the Equality Act 2010 and are fully committed to promoting diversity, and human rights in all aspects of our service provision and employment practices. We are dedicated to ensuring that all individuals, including staff, service users, and stakeholders, are treated fairly, with dignity and respect, and without discrimination. We will also make reasonable adjustments so that no individual is treated less favourably when using our service. This includes supporting people with protected characteristics such as age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation. See our Equality, Diversity and Human Rights Policy and Procedure for further details.

6. Roles & Responsibilities

6.1. Care & Support Workers

6.1.1. Care & Support workers play a key role in ensuring complaints are managed effectively. They are responsible for:-

• a. Listening to complaints with empathy and documenting them accurately.
• b. Reporting complaints immediately to the appropriate manager.
• c. Cooperating fully in investigations to provide accurate information.

6.2. Registered Manager, Managers and Supervisors

6.2.1. The Registered Manager, supported by other managers and supervisors, is responsible for:-

• a. Overseeing complaint investigations and ensuring timely, person-centred responses.
• b. Ensuring that all complaints, concerns and compliments are logged, monitored and analysed, and that learning is captured.
• c. Supporting staff and complainants throughout the process, including making reasonable adjustments in line with the Accessible Information Standard.
• d. Ensuring that safeguarding concerns identified through complaints are referred promptly to the Local Authority and other relevant agencies.
• e. Implementing and monitoring corrective actions to address concerns and reduce the risk of recurrence.

6.3. Provider, Directors and Senior Leadership (including Nominated Individual)

6.3.1. The provider (legal entity), its Directors, and the Nominated Individual are responsible for:-

• a. Ensuring that there is an effective, accessible complaints system that complies with Regulation 16 and the CQC Single Assessment Framework.
• b. Promoting a culture of openness and transparency, where complaints, concerns and compliments are welcomed and used to drive improvement.
• c. Receiving regular reports on complaints, themes, learning and actions, and ensuring that sufficient resources are allocated to address identified issues.
• d. Ensuring that systemic learning from complaints informs strategic planning, quality improvement plans and risk management.

7. Data Protection & Confidentiality

7.1. At The Good Place, we recognise that protecting an individual's confidentiality and ensuring compliance with data protection laws are fundamental to ethical and legal care practices, especially when handling personal and sensitive health data.

7.2. See our Confidentiality and Data Protection (UK GDPR) Policy and Procedure for full details on how personal and health data must be obtained, stored, shared, and processed in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

7.3. When Data Can Be Shared Without Consent

7.3.1. In some situations, data protection laws allow information to be shared without consent if it is necessary for:-

• a. Safeguarding: If there is a serious risk of harm to a service user or others, staff have a duty to share information with appropriate agencies (e.g., Local Authority safeguarding teams).
  • aa. Local Authority: Staffordshire County Council
    • i. Email: [protected:aSSASPB.admin][protected:astaffordshire.gov.uk]
    • ii. Online: Staffordshire & Stoke-on-Trent Adults Safeguarding Partnership Board
    • iii. Telephone (working hours): 0345 604 2719
    • iv. Telephone (out of hours): 0345 604 2886
• b. Medical emergencies: If a person is unconscious or unable to provide consent, relevant medical information may be shared with healthcare professionals to provide urgent care.
• c. Legal obligations: Where information must be shared to comply with a court order, statutory duty or other legal obligation (for example, duties under the Mental Capacity Act 2005, Deprivation of Liberty Safeguards, or safeguarding legislation).

7.3.2. In all cases where consent is overridden, the decision must be justified, recorded, and reported to senior management.

8. Definitions

8.1. For the purposes of this policy, the following definitions apply:-

• a. Complaint – an expression of dissatisfaction, whether oral or written, and whether justified or not, about any aspect of our service or the way in which we have dealt with a previous concern or complaint, which requires a response.
• b. Concern – a low-level issue, query or comment about care or service provision that can often be resolved quickly and informally, but which should still be recorded and monitored where it indicates potential learning.
• c. Complainant – the person making the complaint. This may be the person using the service or someone acting on their behalf (for example a family member, friend, advocate, attorney or deputy).
• d. Safeguarding concern – a concern that a person may be experiencing, or is at risk of, abuse or neglect, and may be unable to protect themselves because of their care and support needs. Safeguarding concerns must be managed in line with our Safeguarding Adults Policy and Procedure and Local Authority requirements.
• e. Whistleblowing (raising concerns at work) – where a worker raises a concern about wrongdoing, risk or malpractice that affects others (for example unsafe care, fraud, abuse, cover-ups). This is dealt with under our Whistleblowing Policy, although an issue may be both a complaint and a whistleblowing concern.
• f. Working days – Monday to Friday, excluding bank holidays in England.

9. Our Commitment to Handling Complaints

9.1. At The Good Place, we view complaints as opportunities to improve our services. We are committed to:-

• a. Listening to concerns with empathy and professionalism.
• b. Providing multiple channels for complaint submission, including verbal, written, email, and online platforms.
• c. Investigating complaints thoroughly, ensuring a fair and objective process.
• d. Keeping complainants informed about the progress of their complaints.
• e. Resolving complaints promptly, within the timeframes set out in our procedures.
• f. Learning from complaints by identifying trends and making improvements to prevent recurrence.

9.2. No detriment and support to complain

9.2.1. People who use our services (and those acting on their behalf) can raise a complaint or concern at any time. Making a complaint will not affect the care and support we provide. We do not tolerate any form of unfair treatment, discrimination, or “victimisation” because a person has complained.

9.2.2. Staff must:-

• a. treat all complainants with dignity and respect;
• b. support people to express concerns (including where communication needs exist); 
• c. report any complaint received (including verbal complaints) in line with this policy; and
• d. Signpost people to independent advocacy or support organisations if they would like help to raise or pursue a complaint.

9.2.3. The Good Place is committed to meeting the requirements of Regulation 20: Duty of Candour. This means we will always act with openness, honesty, and transparency when dealing with complaints or when things go wrong in the care we provide.

• a. We will inform the service user, their family, or representative as soon as we become aware of a notifiable safety incident or a significant concern.
• b. We will offer a full explanation of what happened, including any known causes and the steps we are taking to investigate the matter.
• c. Where appropriate, we will provide a sincere apology and ensure this is recorded.
• d. We will keep the person informed throughout the investigation and update them on any actions taken to prevent recurrence.
• e. We will document all Duty of Candour actions in line with our regulatory requirements, and our Duty of Candour Policy and Procedure, and maintain records as evidence of compliance.

10. Who Can Make a Complaint?

10.1. Complaints can be made by:-

• a. Service users receiving domiciliary care.
• b. Relatives, friends, or advocates acting on behalf of a service user.
• c. Staff members who wish to raise concerns about the quality of care.
• d. Healthcare professionals or external organisations with concerns about our service.

10.2. Complaints may be made anonymously, though a lack of details may limit our ability to investigate thoroughly.

10.3. Complaints made on behalf of a service user (consent and confidentiality)

10.3.1. Where someone raises a complaint on behalf of a service user, we will confirm the service user’s consent to share information and discuss the complaint with them, unless:-

• a. the service user lacks capacity to give consent for this decision, or
• b. there is a safeguarding concern where information must be shared to protect the person or others.

10.3.2. If the service user lacks capacity, we will act in their best interests and only share information that is necessary and proportionate to investigate and resolve the complaint.

11. How Complaints Can Be Made

11.1. At The Good Place, we recognise that some people may find it difficult to make a complaint without support. We are committed to ensuring that everyone has equal access to the complaints process. To support this:-

• a. We will provide information about how to complain in clear and simple language, and in alternative formats such as large print, easy-read, or translated documents, if required.
• b. Where English is not the complainant’s first language, we will arrange for translation or interpreting services to help them communicate their concerns effectively.
• c. Service users with disabilities or communication difficulties will be supported by staff who are trained to listen patiently and assist them in expressing their concerns.
• d. People who require independent help will be offered details of advocacy services or support organisations in their local area, and we will make referrals if requested.
• e. Relatives, friends, or advocates can raise complaints on behalf of service users if they have permission or if the individual is unable to do so themselves.

11.2. This ensures that nobody is disadvantaged or prevented from raising a concern because of language barriers, disability, or any other factor.

11.3. Where a person is eligible for an independent advocate under the Care Act 2014, or other legislation, we will provide information about this and, where appropriate, support them to access that advocacy.

11.4. Where complaints should be sent to

11.4.1. The main point of contact for complaints at The Good Place is the Registered Manager: Dean Hill.

11.4.2. Complaints can be sent via:-

• a. Email: [protected:adean][protected:athegoodplace.care]
• b. Telephone: 01283 296 337
• c. Post: The Good Place, 186 Wetmore Road, Burton-on-Trent, Staffordshire, DE14 1QZ 

11.4.3. All complaints will be acknowledged within three working days of receipt. Acknowledgement will confirm how the complaint will be handled, expected timescales, and a named contact person.

11.4.4. If your complaint concerns the Registered Manager, it will be handled by an Independent Reviewer (Linda Caine), who can be contacted by:- 

• a. Email: [protected:alinda][protected:athegoodplace.care]
• b. Telephone: 01283 296 337

11.4.5. Complaints can also be sent to:-

• a. Local Authority Adult Safeguarding Teams, for concerns related to abuse or neglect:- 
  • aa. Staffordshire County Council
    • i. Email: [protected:aSSASPB.admin][protected:astaffordshire.gov.uk]
    • ii. Online: Staffordshire & Stoke-on-Trent Adults Safeguarding Partnership Board
    • iii. Telephone (working hours): 0345 604 2719
    • iv. Telephone (out of hours): 0345 604 2886

• b. The Care Quality Commission (CQC), though they do not investigate individual complaints. CQC uses information from people to monitor services, decide when, where and what to inspect, and may take regulatory action where necessary:-
  • aa. Telephone: 03000 616161

11.4.6. If your care is arranged or funded by a Local Authority or NHS organisation, you may also have the right to use their complaints procedure. We will provide details of the relevant commissioning organisation on request and support you to contact them if you wish.

11.4.7. We will not treat anyone less favourably because they choose to complain directly to a commissioner, the Local Government and Social Care Ombudsman or the Care Quality Commission.

12. Complaint Handling Process

12.1. Stages and timescales (working days)

12.1.1. We manage complaints in stages so people know what to expect. The timescales below are maximum targets and we will always aim to respond sooner where possible. Timescales may be extended only where necessary (for example, if key information is unavailable or multi-agency enquiries are required). If we need more time, we will explain why, confirm the revised timescale and keep the complainant updated. Where a complaint is also being considered under a Local Authority or NHS complaints procedure, we will seek to agree a coordinated approach and explain any different statutory timescales that may apply.

• a. Stage 1 – Acknowledgement and initial review: acknowledgement within 3 working days of receipt, confirming next steps and who is dealing with the complaint.
• b. Stage 2 – Investigation and response: we aim to complete the investigation and provide a written outcome within 20 working days of acknowledgement.
• c. Keeping people updated: we provide progress updates at least every 7 working days during Stage 2, or sooner if there are significant developments.
• d. Stage 3 – Internal escalation review (if dissatisfied): an independent reviewer not previously involved in the investigation or the events complained of will review the complaint, the handling to date and the outcome, and will respond within 20 working days of the escalation request (or sooner where possible).
• e. External review: if still dissatisfied after Stage 3, we will explain how to contact the Local Government and Social Care Ombudsman (see Referral to the Local Government and Social Care Ombudsman below).

12.2. Acknowledging the Complaint

12.2.1. Upon receipt of a complaint, we will:-

• a. Acknowledge it within three working days, confirming receipt and outlining the next steps.
• b. Start the investigation.
• c. Where appropriate, agree with the complainant the main issues to be investigated and what outcomes they are seeking.
• d. Offering the complainant an opportunity to comment on factual accuracy before the final response is issued, where the complexity or seriousness of the complaint makes this appropriate.

12.3. Investigation Process

12.3.1. If a complaint suggests a person is at immediate risk of harm, or there are concerns about abuse or neglect, we will take immediate protective action and follow our safeguarding procedures. This may include contacting the Local Authority safeguarding team and/or other relevant professionals without delay, in line with our legal duties.

12.3.2. A fair and impartial investigation will be conducted, which may include:-

• a. Reviewing care records and policies relevant to the complaint.
• b. Speaking with involved staff members to understand the circumstances.
• c. Engaging with the complainant to clarify concerns and expectations.

12.3.3. Investigations will be completed within 20 working days, unless further time is required, in which case the complainant will be informed.

12.3.4. Throughout the investigation, we will keep the complainant informed of progress. Updates will be provided at least every 7 working days, or sooner if there are significant developments. These updates may be given in writing, by telephone, or in a format that best suits the individual’s communication needs. If it becomes clear that more time is required to complete the investigation, we will explain the reasons for the delay, confirm the new timescale, and continue to provide regular updates until the matter is resolved.

12.4. Response and Resolution

12.4.1. Following the investigation:-

• a. A formal response will be provided in writing, outlining findings, actions taken, and any remedial measures.
• b. If the complainant is satisfied, the case will be closed.
• c. If further concerns remain, the complainant will be informed of their right to escalate the issue.

12.4.2. When the investigation is complete, we will provide the complainant with a clear explanation of the findings, the actions taken, and any improvements made as a result of their complaint. This response will normally be provided in writing; however, we will ensure that the outcome is communicated in a format that meets the individual’s needs, in line with the Accessible Information Standard. This may include large print, easy-read versions, translation into other languages, or verbal explanation if preferred. We will also offer the complainant an opportunity to discuss the outcome in person or by telephone, should they wish to do so.

12.5. Escalation of Complaints

12.5.1. If the complainant is dissatisfied with the outcome at Stage 2, they may request an internal escalation review by our independent reviewer. They may also raise concerns with external bodies, as set out below:-

• a. Independent reviewer:-
  • aa. Name: Linda Caine
  • ab. Email: [protected:alinda][protected:athegoodplace.care]
  • ac. Telephone: 01283 296 337
• b. Local Authority Adult Safeguarding Teams, for concerns related to abuse or neglect:- 
  • aa. Staffordshire County Council
    • i. Email: [protected:aSSASPB.admin][protected:astaffordshire.gov.uk]
    • ii. Online: Staffordshire & Stoke-on-Trent Adults Safeguarding Partnership Board
    • iii. Telephone (working hours): 0345 604 2719
    • iv. Telephone (out of hours): 0345 604 2886
• c. The Care Quality Commission (CQC), though they do not investigate individual complaints. CQC uses information from people to monitor services, decide when, where and what to inspect, and may take regulatory action where necessary:-
  • aa. Telephone: 03000 616161

12.6. Referral to the Local Government and Social Care Ombudsman

12.6.1. If you remain dissatisfied after exhausting all stages of our internal complaints process and have not been able to resolve your complaint, you have the right to refer your complaint to the Local Government and Social Care Ombudsman (LGSCO). The Ombudsman is an independent service that investigates complaints about adult social care services in England. The LGSCO will normally expect you to have given us the opportunity to respond to your complaint before they consider it.

12.6.2. The Good Place is committed to full cooperation with any independent reviews or external investigations into complaints. This includes working openly with the Local Government and Social Care Ombudsman, Local Authority safeguarding boards, the Care Quality Commission, or any other authorised body. We will provide all relevant records, respond promptly to requests for information, and implement any recommendations made by these organisations. Our priority is to ensure transparency, accountability, and continuous improvement in how complaints are handled.

12.6.3. You can contact the Ombudsman via:-

• a. Online: www.lgo.org.uk
• b. Telephone: 0300 061 0614
• c. Text: ‘call back’ to 0762 481 1595
• d. Email: [protected:aadvice][protected:algo.org.uk]
• e. Post: The Local Government and Social Care Ombudsman, PO Box 4771, Coventry CV4 0EH

12.7. Special Circumstances

12.7.1. At The Good Place, we recognise the importance of ensuring that complaints about senior staff, including the Registered Manager or Nominated Individual, are handled fairly and impartially.

12.7.2. Complaints about the Registered Manager or Nominated Individual

12.7.2.1. Where the Registered Manager is also the Nominated Individual, or where you do not feel comfortable raising your complaint with them, please raise your complaint directly with our Independent Reviewer:-

• a. Name: Linda Caine
• b. Email: [protected:alinda][protected:athegoodplace.care]
• c. Telephone: 01283 296 337

12.7.2.2. In all cases, complainants will be reassured that their concerns will be taken seriously, investigated thoroughly, and resolved without bias.

12.7.2.3. This approach safeguards the integrity of our complaints system and provides assurance that all complaints, regardless of who they are about, will be dealt with openly, honestly, and in line with Regulation 16 and Regulation 20 (Duty of Candour).

13. Learning from Complaints

13.1. We view complaints as valuable feedback and use them to drive continuous improvement at individual, team and organisational levels. To ensure lessons are learned, we:-

• a. Analyse complaint trends to identify recurring issues.
• b. Review policies and procedures to prevent future occurrences.
• c. Provide additional staff training where necessary.
• d. Communicate learning outcomes across the organisation to strengthen service delivery.

13.2. Recording and reviewing complaints

13.2.1. All complaints (including verbal complaints and low-level concerns) are recorded in a Complaints Log. The log will include:-

• a. Date received and method (verbal/written/email/telephone);
• b. Who raised the complaint and their relationship to the service user (where relevant);
• c. The service user’s details (where applicable) and any consent considerations;
• d. A summary of the issues and desired outcomes;
• e. Immediate actions taken (including any safeguarding action);
• f. Investigation steps and evidence reviewed;
• g. Outcome decision, learning points, and actions taken;
• h. Dates of updates provided and date the complaint is closed; and
• i. Whether the complainant was satisfied at closure and any follow-up required.

13.3. How we use complaints to improve our service

13.3.1. We will:-

• a. Identify themes and trends (for example, missed calls, communication issues, medication issues);
• b. Agree an improvement plan with clear actions, responsible persons and deadlines;
• c. Share learning with staff through supervision, team meetings and training; and
• d. Update relevant risk assessments, care plans, and policies where needed.

13.3.2. Where appropriate, we will share with complainants (and, where relevant, people using the service and staff) a summary of changes and improvements made as a result of complaints, in a way that protects individual confidentiality.

13.4. How we check the complaints system is working well

13.4.1. The Registered Manager will complete periodic checks to make sure the process is effective, including:-

• a. A quarterly audit of complaints handling (timescales, quality of responses, learning/ action completion); and
• b. monitoring key measures such as response times, repeat complaint themes and outcomes.
• c. Any gaps identified will be addressed through management action plans and monitored at governance review.

13.5. Board oversight of learning from complaints

13.5.1. A quarterly complaints and compliments report summarising themes, actions and outcomes will be presented to the Dean Hill (Nominated Individual) and discussed at management review and, where applicable, at board or provider-level governance meetings. This assures ongoing compliance with Regulation 16 and the CQC Single Assessment Framework, and embeds service improvement and learning from feedback into our quality improvement plans.