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Compliments, Concerns & Complaints Policy & Procedure

We value all feedback on our services as an opportunity for continuous improvement.  This policy has been carefully reviewed to ensure it aligns with the Accessible Information Standard (AIS) and Plain English guidelines, making it clear and easy to understand for everyone.

Why Your Compliments Matter

Compliments are important. They encourage our staff in demanding roles and help our reputation as an employer and care provider.

  • We always ask permission before sharing your compliments.
  • We encourage you to use a shareable format if you can.
  • Your positive feedback helps us:
    • Boost Team Morale: It acknowledges employee dedication, increasing job satisfaction.
    • Fosters a Positive Culture: It creates a supportive place for everyone to live and work.
    • Show Our Quality: It highlights good experiences, building trust and reassuring others about our services.
    • Help Us Learn: It helps us find and repeat what works best.

Our Policy on Feedback & Complaints

We welcome all feedback from everyone, ensuring your views are easily heard. This includes feedback, concerns, and ideas for improvement related to our training programmes.

  • All feedback is logged to monitor performance and identify improvements.
  • For training, your comments help us with its ongoing development.
  • Concerns about training content will be collected and may become part of our formal complaints process, and staff will be informed of outcomes.

How to Give Us Feedback

You can provide feedback in many ways:

  • Verbally in person or by phone 
  • Via email 
  • In writing
  • Using our online form

What You Can Expect

  • Your feedback will be treated seriously and investigated properly.
  • You can ask someone else to make the complaint for you.
  • We value your honesty and assure you of no negative retaliation or discrimination for raising a concern or complaint.
  • We will explain your right to complain when you enter our services.
  • Employees are made aware of this policy during their induction.
  • Complaints will be addressed within specific timeframes.

Accessible Information

  • We can provide this policy in alternative formats (e.g., Easy Read, large print).
  • We can also offer verbal explanations upon request.
  • To request this policy in an accessible format, please contact us using the “Direct Contact” information provided at the end of this document.

Complaint Handling Procedure

Starting the Complaint Process

  • People we support, their family, friends, and advocates will be made aware of the complaints procedure upon entering the home.
  • Details are displayed alongside the current Care Quality Commission (CQC) rating for the home.
  • Complaints can be made to any employee.
  • Employees or advocates must report complaints to the person in charge (usually the Registered Manager), unless there is a clear reason not to.
  • Written complaints can be made using the compliments, concerns, and complaints form, with support provided if needed.

CQC Notifications

  • While we maintain thorough records of all complaints and provide summaries to the CQC upon request, not every complaint requires direct notification to the CQC.
  • We are legally required to notify the CQC without delay only for specific “notifiable incidents” that may arise from a complaint, or other events.
  • Examples of notifiable incidents include: serious injury to a service user, allegations of abuse, events reported to the police, or the death of a service user.
  • Any event that prevents or threatens our ability to safely provide care also requires notification.
  • Our Registered Managers identify and report such incidents promptly, as failure to do so carries significant legal consequences.

Internal Resolution & Investigation

  • If the problem isn’t resolved at the initial stage, the Registered Manager will investigate it or pass it to their own line manager.
  • If the problem still can’t be resolved, it will be escalated to the Nominated Individual or Managing Director.

Investigation Process & Time-frames:

  • You will receive a written acknowledgement of concerns or complaints within 2 working days.
  • The Registered Manager usually investigates and reports findings to their line manager.
  • If the complaint involves the Registered Manager, their line manager will investigate.
  • All correspondence, findings, and actions will be documented.
  • Once our investigation is complete and a decision has been reached, we aim to send a full report within 5 working days.
  • If matters are still ongoing after 21 working days, you’ll receive a progress update explaining any delays.

Please note: All stated time-frames apply unless your complaint is subject to an external investigation, in which case external body timelines are likely to apply.

Further Steps if Unsatisfied

  • If you are unsatisfied with the outcome, you can contact the Care Quality Commission (CQC) or the Local Government and Social Care Ombudsman (LGSCO).
  • Individuals whose care is funded by Social Services can also use their specific complaints procedure.
  • The Registered Manager may provide complaint information to the CQC in ‘Provider Information Returns’ for the preceding twelve months, as well details of any action(s) taken in response.

Policy & Practice Review

  • Senior staff will check our policies or practices if a complaint requires it.
  • All complaint details are recorded using the compliments, concerns, and complaints form and will be checked periodically by the Registered Manager, for example when completing their monthly reviews.

How to Make a Complaint: Quick Guide

  1. Tell us: Speak to an employee, or submit it in writing (letter, email, or online form).
  2. Get Assistance: Someone else can make the complaint for you.
  3. Anonymity: You can complain anonymously, but direct follow-up will be limited.
  4. Internal Resolution: Your complaint will go to a manager to try and resolve it. If unresolved, it escalates to a senior team member for investigation.
  5. Acknowledgement: You’ll receive written confirmation within 2 working days.
  6. Resolution Report: If resolved, a written report of findings and actions will be provided within 5 days of conclusion.
  7. Progress Updates: For ongoing complaints after 21 working days, you’ll receive a progress report explaining delays.

Feedback Form

You can provide a compliment, concern, or complaint using our online form here: [switchedoncare.com/compliments-concerns-complaints].

External Contacts

(If you prefer not to speak with us)

  • Cornwall Council Complaints
  • Care Quality Commission (CQC)
  • Local Government and Social Care Ombudsman (LGSCO)

Glossary of Definitions

  • Compliment: A positive statement acknowledging excellent service or performance.
  • Concern: An expression of unease or worry about an issue, less severe than a complaint but requiring attention.
  • Complaint: A formal expression of dissatisfaction about a product, service, or interaction, seeking resolution.

Policy Approved by:

Name: Jo Pyrah (Nominated Individual)

Date: 29th July 2025

Correspondence Address

Green Light PBS Ltd., Mor Workspace, Treloggan Lane, Newquay, TR7 2FP 

Registered Company No. 06842869 / CQC ID cqc.org.uk/provider/1-142445096 

Telephone +44 (0) 1637 416444