This policy sets out the values, principles and procedures underpinning this care service’s approach to handling complaints in line with the requirements of the Regulated Services (Service Providers and Responsible Individuals) (Wales) Regulations 2017. The key regulations are:

  • Regulation 12: Guidance — all registered care services must include a complaints policy in its policies and procedures

  • Regulation 19: Information About the Service — should include the complaints procedure, how to make a complaint, and how to escalate an unresolved complaint to the relevant body, eg Public Service Ombudsman Wales, Care Inspectorate Wales (CIW), and the Older People’s Commissioner for Wales

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