Complaints Procedure Sunny house

Complaints Procedure Sunny house

Complaints Procedure


Verbal complaints

The company accepts that all verbal complaints, no matter how seemingly unimportant, must be taken seriously.

Front-line care staff who receive a verbal complaint are expected to seek to solve the problem immediately.

If they cannot solve the problem immediately, they should offer to get their line manager to deal with the problem.

Staff are expected to remain polite, courteous, sympathetic and professional to the complainant. They are taught that there is nothing to be gained by adopting a defensive or aggressive attitude.

At all times in responding to the complaint, staff are encouraged to remain calm and respectful.

Staff should not accept blame, make excuses or blame other staff.

If the complaint is being made on behalf of the resident by an advocate, it must first be verified that the person has permission to speak for the resident, especially if confidential information is involved. (It is very easy to assume that the advocate has the right or power to act for the resident when they may not). If in doubt it should be assumed that the resident’s explicit permission is needed prior to discussing the complaint with the advocate.

After talking the problem through, the manager or member of staff dealing with the complaint will suggest a course of action to resolve the complaint. If this course of action is acceptable then the member of staff should clarify the agreement with the complainant and agree a way in which the results of the complaint will be communicated to the complainant (i.e. through another meeting or by letter).

If the suggested plan of action is not acceptable to the complainant, then the member of staff or manager will ask the complainant to put their complaint in writing to the CEO. The complainant should be given a copy of the company’s complaints procedure if they do not already have one.

Details of all verbal and written complaints must be recorded in the Complaints Book, the resident’s file and in the home records.

Serious or written complaints

Preliminary steps:

When we receive a written complaint it is passed to the named complaints manager who records it in the Complaint Book and sends an acknowledgment letter within 3 working days to the complainant

The manager also includes details of uksams ltd  procedure for the complainant. (The complaints manager is the named person who deals with the complaint through the process)

If necessary, further details are obtained from the complainant; if the complaint is not made by the resident but on the resident’s behalf, then consent of the resident, preferably in writing, must be obtained from the complainant

If the complaint raises potentially serious matters, advice could be sought from a legal advisor. If legal action is taken at this stage, any investigation by uksams ltd under the complaints procedure immediately ceases

Investigation of the complaint by uksams ltd:

The complaints manager will start an investigation without delay and within 14 days should be in a position to provide a full explanation to the complainant, either in writing or by arranging a meeting with the individuals concerned

If the issues are too complex to complete the investigation within 28 days, the complainant will be informed of any delays.

Where the complaint cannot be resolved between the parties, an arbitration service may be used. This service and its findings will be final to both parties.  The cost of this will be borne by uksams ltd.


If a meeting is arranged, the complainant will be advised that they may if they wish bring a friend or relative or a representative such as an advocate

At the meeting a detailed explanation of the results of the investigation will be given and also an apology if it is deemed appropriate (apologising for what has happened need not be an admission of liability)

Such a meeting gives the company management the opportunity to show the complainant that the matter has been taken seriously and has been thoroughly investigated.

Follow-up action:

After the meeting, or if the complainant does not want a meeting, a written account of the investigation will be sent to the complainant. This includes details of how to approach the Care Quality Commission if the complainant is not satisfied with the outcome

The outcomes of the investigation and the meeting are recorded in the Complaint Book and any shortcomings in company procedures will be identified and acted upon

The company management formally reviews all complaints monthly as part of its quality monitoring and improvement procedures to identify the lessons learned.


Kingston social services

Guildhall, High Street, Kingston upon Thames, KT1 1EU


0208 547 5005




The Care Quality Commission CQC)



Newcastle upon Tyne


03000 616161