How we deal with complaints about care

Making a complaint directly to the registered care service

Research evidence suggests that complaints are best resolved as close to the point of service delivery as possible. We will encourage you to raise your complaint with the care service in the first instance. All registered care services must have a complaints procedure and are required to record any complaint made by a person using, accessing, or visiting a care service.

Where you are happy to raise the matter directly with the care service, we will not investigate matters further at that time. However, we will record the detail of your contact with us. If you decide that you do not wish to raise your complaint directly with the care service, we may assess your complaint as being appropriate for the service to investigate. In these circumstances, we will let you know we have decided to refer the matter back to the care service and the reasons why.