How we deal with concerns and complaints about care

We have a statutory duty to deal with complaints made to us about registered care services and this procedure sets out how we do this.

Anyone can complain to us about a care service, whoever they are. People who experience care services, care staff and members of the public all have a right to complain about the performance of the services we regulate.

We want this procedure to be:

• Open: we want it to be easy for people to find and use. We offer it in different formats on request.

• Transparent: it should tell you clearly what we will do when we receive information and what you can expect from us.

• Risk-based: we will look at all the information we receive to assess the risks posed to people experiencing the service. This helps us decide what action we take to ensure the safety of people using services.

• Focused on people’s experience: we will identify what the outcomes are for people and how these can be improved. We will promote and support learning and improvement in services.