Policies & Procedures

Concerns & Complaints Policy & Procedure v2.0

Concerns & Complaints Policy and Procedure

Policy Lead Mrs. Tavleen Sharma (Registered Manager)

Version No. 2.0

Date of issue April 2026

Date to be reviewed April 2027

Purpose

VCare Consultancy Services Limited (“VCare”) is committed to providing safe, high-quality, person-centred care and support services. VCare recognises that complaints, concerns and feedback provide valuable opportunities to improve services, strengthen relationships and maintain accountability.

The purpose of this policy is to:

• ensure complaints are handled fairly, consistently and promptly;
• promote openness, transparency and learning;
• ensure service users and stakeholders feel listened to and respected;
• support continuous improvement;
• ensure compliance with CQC standards and local authority expectations.

This policy is aligned with:

• Health and Social Care Act 2008 (Regulated Activities) Regulations 2014;
• CQC Fundamental Standards;
• Regulation 16 – Receiving and Acting on Complaints;
• Local Government and Social Care Ombudsman principles;
• South Gloucestershire Council quality and safeguarding expectations;
• Duty of Candour requirements.

Scope

This policy applies to complaints raised by:

• service users;
• family members;
• advocates;
• representatives;
• healthcare professionals;
• commissioners;
• members of the public;
• employees.

Complaints may relate to:

• quality of care;
• staff conduct;
• communication;
• medication support;
• safeguarding concerns;
• missed visits;
• dignity and respect;
• service delivery;
• documentation;
• health and safety concerns.

Principles

VCare is committed to:

• encouraging feedback and complaints;
• resolving concerns quickly where possible;
• treating complainants with dignity and respect;
• ensuring complaints are not ignored or dismissed;
• protecting people from discrimination or disadvantage when raising concerns;
• promoting learning and improvement;
• maintaining confidentiality;
• supporting a fair and transparent process.

Making a complaint will not negatively affect the care or support a service user receives.

Responsibilities

Registered Manager

Responsible for:

• overseeing complaints management;
• ensuring complaints are investigated;
• ensuring timely responses;
• monitoring trends and learning;
• ensuring improvements are implemented;
• escalating safeguarding concerns where appropriate.

Employees

Responsible for:

• responding professionally to concerns;
• reporting complaints promptly;
• cooperating with investigations;
• maintaining confidentiality;
• supporting service users to raise concerns.

Definition of a Complaint

A complaint is:

“Any expression of dissatisfaction, concern or unhappiness about the service provided by VCare, whether justified or not, requiring a response or investigation.”

Concerns may be raised verbally, in writing, by email, by telephone or through advocates.

How to Make a Complaint

Complaints may be raised:

• verbally;
• in writing;
• by email;
• by telephone;
• through a family member or advocate.

Complaints should normally be directed to:

Registered Manager
VCare Consultancy Services Limited
60 Kingsway
Kingswood
Bristol
BS15 8AH

Email: support@vcareconsultancy.com
Telephone: [Insert Number]

VCare will support individuals who require assistance to make a complaint.

Informal Resolution

Where appropriate, concerns may be resolved informally at an early stage.

VCare will:

• listen carefully;
• clarify concerns;
• apologise where appropriate;
• attempt early resolution;
• document outcomes.

Informal resolution will not prevent formal investigation where required.

Formal Complaints Procedure

Stage 1 – Acknowledgement

VCare will:

• acknowledge complaints promptly;
• normally acknowledge within 3 working days;
• clarify the issues raised;
• explain the investigation process.

Stage 2 – Investigation

The investigation may include:

• reviewing care records;
• interviewing staff;
• reviewing policies and procedures;
• speaking with the complainant;
• reviewing incident reports;
• seeking professional advice where required.

VCare aims to complete investigations within 20 working days where possible.

Where delays occur, the complainant will be updated.

Stage 3 – Response

VCare will provide a written response outlining:

• findings;
• actions taken;
• apologies where appropriate;
• lessons learned;
• improvement actions.

Escalation and External Organisations

If the complainant remains dissatisfied, they may contact:

South Gloucestershire Council

South Gloucestershire Council
Department for People
www.southglos.gov.uk

Care Quality Commission (CQC)

Care Quality Commission
www.cqc.org.uk
Telephone: 03000 616161

Local Government and Social Care Ombudsman

www.lgo.org.uk

VCare will cooperate fully with external investigations where required.

Safeguarding Concerns

Where complaints indicate:

• abuse;
• neglect;
• exploitation;
• unsafe practice;
• discrimination;
• serious misconduct;

VCare will follow safeguarding procedures and make referrals where appropriate.

Safeguarding concerns may be managed separately from the complaints process.

Duty of Candour

VCare is committed to openness and honesty.

Where incidents or mistakes have caused harm or distress, VCare will:

• communicate openly;
• apologise where appropriate;
• explain actions taken;
• support affected individuals.

Equality and Diversity

VCare will ensure the complaints process remains:

• accessible;
• inclusive;
• non-discriminatory.

Reasonable adjustments will be made where required, including:

• support with communication;
• alternative formats;
• advocacy support.

Confidentiality and GDPR

Complaints will be handled confidentially and in accordance with:

• UK GDPR;
• Data Protection Act 2018;
• confidentiality obligations.

Information will only be shared where necessary for investigation or safeguarding purposes.

Complaints Recording and Monitoring

VCare will maintain a complaints log recording:

• date received;
• nature of complaint;
• investigation actions;
• outcomes;
• lessons learned;
• actions implemented.

Complaints will be monitored to identify:

• trends;
• recurring issues;
• training needs;
• service improvements.

Learning and Continuous Improvement

VCare will use complaints as opportunities to:

• improve care quality;
• strengthen communication;
• improve staff practice;
• review policies and procedures;
• reduce future risks.

Learning outcomes may inform:

• supervision;
• training;
• audits;
• governance meetings.

Support for Complainants

VCare recognises that raising concerns can be difficult.

Service users and families will be treated respectfully and supported throughout the process.

Where appropriate, advocacy or independent support may be recommended.

Malicious or Unreasonable Complaints

VCare recognises that complaints are normally raised in good faith.

However, where complaints become abusive, discriminatory, threatening or malicious, VCare may:

• limit communication methods;
• involve senior management;
• seek external advice.

This will not prevent legitimate concerns from being investigated.

Staff Support

Staff involved in complaints investigations will receive:

• appropriate support;
• fair treatment;
• opportunities to respond to concerns raised.

Where performance concerns are identified, supervision, training or disciplinary procedures may be implemented.

Related Policies

This policy should be read alongside:

• Safeguarding Policy
• Whistleblowing Policy
• Supervision and Appraisal Policy
• Medication Policy
• Equality and Diversity Policy
• Incident Reporting Policy
• Duty of Candour Procedures
• GDPR and Confidentiality Policy

Monitoring and Review

This policy will be:

• reviewed annually;
• reviewed following complaints trends or incidents;
• updated following legislative or regulatory changes.

Compliance will be monitored through:

• complaints audits;
• governance reviews;
• supervision;
• quality assurance systems.