01.

Management will initially try to resolve the complaints informally by discussing the matter with the service user or their representative, trying to solve the problem and agree a way forward which is acceptable to the client.

02.

Time frame should be up to 5 working days. If it’s taking longer, the office manager will negotiate this with clients.

03.

Every complaint should be in recorded in writing, dated and use black pen.

04.

The complaint should be passed to a Registered Manager if it cannot be resolved informally.

05.

The Registered Manager may investigate the matter personally or ask independent investigation to ensure objectivity.

06.

The Registered Manager will have to meet with the client to discuss the outcome and most appropriate way forward.

07.

At this stage this procedure will take not more than 15 working days. Now negotiations with the client can be done if a longer period is required.

08.

The client has the right to approach the Local authority, Clinical Commissioning Groups or Continuing Health Care.