Complaints, Suggestions and Compliments Policy
Crownwise Homes | Parkview Residential Care Home
Last Reviewed: 10 Jul 2025
Last Amended: 10 Jul 2025
Review Interval: Annual
Review Sheet: Quality Compliance Systems
Reason for Review: Change in Care Quality Commission framework
Downloaded: 17 July 2025
Author: Allen Amuaku
Policy Level: LOW
Location: Parkview Residential Care Home
1. Purpose
1.1 To ensure that Crownwise homes has an effective system in place to manage complaints, suggestions and compliments.
1.2 To ensure that Crownwise homes complies with any legal requirements, regulations, guidelines and best practice.
| Key Question | Quality Statements |
|---|---|
| Caring | QSC2: Treating people as individuals |
| Responsive | QSR4: Listening to and involving people |
| Safe | QSS3: Safeguarding |
2. Scope & Legislation
2.1 Roles Affected: All Staff
2.2 People Affected: Service Users
2.3 Stakeholders: Family, External health professionals, Local Authority, NHS
Relevant Legislation:
- The Care Act 2014
- Equality Act 2010
- The Local Authority Social Services and NHS Complaints (England) Regulations 2009
- Human Rights Act 1998
- Mental Capacity Act 2005
- Data Protection Act 2018 / UK GDPR
3. Objectives
3.1 To improve the quality of the Service Users's experience.
3.2 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.
4. Policy
Crownwise homes takes complaints seriously. We aim to put things right that have gone wrong and learn lessons to avoid the problem happening again.
Complainants will feel free to complain without fear of reprisal and will be treated with courtesy, respect and compassion.
5. Procedure
Raising Complaints
Complaints should be submitted within 12 months of the incident or concern arising. This can be done in person, by telephone, in writing, or through an advocate.
Acknowledgement
Formal acknowledgement of all complaints received will be sent within 3 working days to the complainant. This includes an invitation to meet and discuss the concerns.
Investigation & Response
Following a full investigation, a response letter will be sent describing findings and whether the issue is 'upheld', 'partially upheld' or 'not upheld'. We aim to finish all investigations within 28 working days.
The Right to Appeal
If the complainant is dissatisfied with the response, they have the right to appeal. Crownwise homes will then conduct an internal review of how the complaint was handled.
6. Forms
| Title of Form | When would the form be used? | Created By |
|---|---|---|
| Complaint Investigation Template - QQ03 | To record a complaint and investigation | QCS |
| Complaints Procedure for Service Users - QQ03 | Displayed prominently and given prior to admission | QCS |
| Complaints and Compliments Register - QQ03 | To record compliments or complaints | QCS |
| Complaint Acknowledgement Letter Template - QQ03 | To acknowledge a complaint received | QCS |
| Complaint Final Response Letter Template - QQ03 | To respond once investigation is completed | QCS |
Forms & Templates
Outstanding Practice
All complaints are logged, investigated and the outcomes are fed back to the complainant within the agreed timescales.
Crownwise homes publishes an annual report detailing the numbers of complaints, compliments, and suggestions and the actions taken as a commitment to transparency and quality.
Service Users are involved in the complaints handling process and the design of procedures to influence future management decisions.
7. Definitions
7.1 Compliment
A compliment is an expression of satisfaction about a service the Service Users has received.
Compliments are positive feedback that can be received verbally or in writing and can include expressions of praise, admiration, congratulation and encouragement.
7.2 Complaint
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 verbally, electronically, through local feedback channels or in writing.
7.3 Self-Funded Care
Self-funded care is defined as care that is paid for entirely by the person receiving it.
7.4 Vexatious Complaint
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.
8. Key Facts – Professionals
Any feedback received from Service Users 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 will be involved in quality improvement planning in response to themes from both compliments and complaints received by the service.
9. Key Facts – People Affected by The Service
The process for you to raise a concern, make a suggestion or give a compliment will be simple and you will feel listened to and understood.
Your concerns, suggestions and compliments will make a positive difference to future care at Crownwise homes.
You have the right to feel confident to raise a concern, make a suggestion or give a compliment.
10. Further Reading
- LGO – Resources for Care Providers
- Parliamentary and Health Service Ombudsman – Principles of Good Complaint Handling
- Care Quality Commission – Complaints Matter Report
- Local Government and Social Care Ombudsman – Caring about complaints
- NHS England – Integrated Care Systems