• Current regulations require every care service to have a robust complaints system and procedures. CQC Standards Compliance, Wales and Scotland Standards Compliance

  • How well a service encourages and handles concerns and complaints will contribute to its quality rating. Quality Ratings

  • Complaints are part of a continuum, including compliments, solicited feedback, suggestions, concerns, and informal and formal complaints. Comments versus Complaints

  • A complaints procedure is necessary for all complaints, however they are made. It should be adapted to be accessible and understood by all service users, including people with learning and communication difficulties. Complaints Procedure

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