1. Purpose

Clover Grove is committed to providing high-quality care and ensuring residents, families, and visitors feel comfortable raising concerns. This procedure explains how complaints can be made, how they will be handled, and the standards you can expect from us.

2. Principles

• Accessible – Anyone may make a complaint.
•  Respectful – No negative consequences for raising concerns.
• Responsive – Complaints will be handled promptly.
• Confidential – Information handled sensitively.
• Fair – Investigations will be impartial.

3. What Can Be Complained About

You may complain about: quality of care, staff conduct, meals, activities, environment, safety, dignity, administration, or any aspect you feel is unsatisfactory.

4. How to Make a Complaint

4.1 Informal Complaints

Raise concerns with any staff member, Senior Carer, or the Registered Manager. Aim to resolve within 48 hours.

4.2 Formal Complaints

Complaints may be made verbally or in writing. These should be directed to:
Registered Manager – Clover Grove Residential Care Home
(Insert contact details)
If the complaint involves the Registered Manager, it will be escalated.

5. Acknowledgement and Timescales

• Acknowledgement: within 3 working days.
• Investigation: completed within 28 days where possible.
• Updates: provided if more time is needed.
• Outcome: written response with findings and actions.

6. How Complaints Are Investigated

Investigations may include speaking to involved parties, reviewing records, obtaining statements, or consulting
external professionals.

7. Outcomes and Actions

Outcomes may include explanations, apologies, staff training, procedural improvements, or corrective actions.

8. Advocacy and Support

Residents may use advocates such as family members, IMCAs, or advocacy services.

9. If You Are Not Satisfied

You may request a review by the Provider.
External bodies include:

• Local Authority – by calling 01202 123 970 or emailing comments.adultsocialcare@bcpcouncil.gov.uk
• Care Quality Commission (CQC) – call 03000 616161 or email enquiries@cqc.org.uk
• Local Government & Social Care Ombudsman (LGSCO) – https://www.lgo.org.uk/ Call 0300 061 0614 to talk to a complaint’s advisor

10. Recording and Monitoring

All complaints are logged securely and reviewed to improve service quality.

11. Review of Procedure

Reviewed annually or sooner if guidance changes.
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