1. Purpose and Legal Framework

This procedure enables us to identify, receive, record, handle and respond to complaints effectively. It is operated in accordance with:

• Regulation 16 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014: Requires an accessible system for receiving and acting on complaints.
• The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009: Applicable where care is publicly funded.

Nothing in this procedure removes your right to approach the relevant Ombudsman or the Care Quality Commission at any time (see section 7).

2. Who Can Raise a Concern or Complaint

A concern or complaint may be raised by:

• A person who uses, or has used, our service.
• A relative, friend, advocate or representative acting on their behalf (with appropriate consent where needed).
• A visitor, professional or other person affected by the way the service is provided.

3. Support to Make a Complaint

We will make it as easy as possible to raise a concern. We can provide information in accessible formats, arrange interpreting or communication support, and support access to an independent advocate.

4. How to Raise a Concern or Complaint

Informal Resolution: Many concerns can be resolved quickly and informally. In the first instance, please speak to a member of staff on duty or to the Registered Manager, who will try to put things right straight away.

Making a Formal Complaint: If you prefer to make a formal complaint or are not satisfied with the informal response, you can do so in person, by telephone, by email or in writing:

• Chief Operating Officer: Megan Tranter — 0115 972 9465
• Company Address: ASHA Healthcare Limited, Chapel House, 65 The Hill, Kirkby-in-Ashfield, NG17 8JS
• Email Contact: support@ashahealthcare.co.uk

5. How We Will Handle Your Complaint

We will deal with your complaint in a fair, open and timely way:

• Acknowledgement: We will acknowledge your complaint within 3 working days of receiving it, explaining how it will be handled and who is dealing with it.
• Investigation: The Registered Manager (or another suitable senior person where the complaint concerns the manager) will investigate proportionately and fairly, gathering relevant facts and speaking to those involved.
• Response: We aim to provide a full written response within 20 working days. If the matter is complex, we will explain the delay, keep you updated, and agree on a revised timescale.
• Outcome: Our response will explain what we found, any action taken, and how to escalate the matter if you remain dissatisfied.

6. Records, Confidentiality and Learning

All complaints are recorded, handled confidentially, and shared only with those who need to be involved, in accordance with UK data protection law. We keep a record of complaints, responses, and actions taken, making these available to the Care Quality Commission on request. We regularly review complaints to identify themes and drive continuous improvement.

7. If You Are Still Not Satisfied

One Complaint, One Response: We follow Local Government and Social Care Ombudsman best practice. Where residents receive services from multiple organisations, we ensure you can complain to anyone and receive a single response following a joint investigation.

Local Authority Complaints Teams: You have the right to raise concerns regardless of whether care is self-funded or Council-funded.

Professional Bodies & Citizens Advice: If a complaint involves serious misconduct of a healthcare professional, relevant professional bodies will be informed. You may also seek independent advice via Citizens Advice.

Care Quality Commission (CQC): The CQC is our regulator. While they do not investigate individual complaints, they welcome information about services to guide inspections:

8. Monitoring and Review

This policy is reviewed at least annually, or sooner if required by legislative changes. Complaints data is reported to executive leadership to maintain high clinical and operational standards.