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Complaints Policy

Good quality complaints handling is vital to ensuring continuous improvement in the quality and safety of care we provide. It is therefore essential that we listen to what Service Users, carers and families tell us about our services, particularly when they feel they have had a poor experience, or when things have gone wrong.

It is essential as care providers that we recognise the humanity and individuality of the people raising concerns or complaints and respond to them with sensitivity, compassion and professionalism.

The Trust is committed to improving peoples experiences by identifying mistakes, putting them right quickly, apologising, promoting a culture of openness and actively encouraging feedback and sharing of learning. This reflects the requirements of the Local Authority Social Services and National Health Service Complaints (England) Regulations 20091.

Rather than making a distinction between formal or informal complaints, PALS concerns or other feedback from service users or their representatives, the Trust’s overriding concern is that however they are classified, the issues raised are taken seriously and resolved, whenever possible, at a local level by front-line staff and managers. Greater emphasis is placed on the swift resolution of straightforward complaints at source and every member of staff is responsible for supporting people who wish to give feedback or raise concerns about the services they receive. 

Link to the full Policy:

Complaints Policy

Link to the Policy and SOP Equalities Impact Analysis:

Complaints Policy & SOP EIA

Link to the Standard Operating Procedure:

Complaints SOP

Link to the SOP Equalities Impact Analysis:

Complaints SOP EIA

Link to the Associated Documents:

Our Complaints Process Explained

Acknowledgement Letter Template

Consent Form Adult

Consent Form for Over 12 Years

Complaint Investigation Plan

Final Response Template Letter

Confirmation of Issues Letter Template

Flowchart for the Implementation of Recommendations

Multiagency Joint Protocol with Section

Persistent Complainants Policy