Complaints Procedure

At Mountbatton Care, we are committed to providing compassionate, professional, and high-quality care services. We value feedback from service users, families, representatives, staff, and members of the public, as it helps us improve the quality and safety of our services.

We understand that there may be occasions where our services do not meet expectations. When concerns or complaints are raised, we aim to handle them fairly, respectfully, promptly, and transparently.

Our Approach to Complaints

We believe everyone has the right to:

• Raise concerns or complaints without fear of discrimination or negative consequences
• Be listened to respectfully and taken seriously
• Receive a fair and impartial review of their complaint
• Receive timely updates throughout the process
• Have complaints resolved wherever possible
• Escalate concerns where they remain dissatisfied

We encourage concerns to be raised as early as possible so that issues can be addressed quickly and effectively.

What Can Be Complained About?

Complaints may relate to, but are not limited to:

• Quality of care or support provided
• Staff conduct or professionalism
• Communication issues
• Missed visits or service delays
• Safeguarding or safety concerns
• Administration or billing matters
• Website or data protection concerns
• Any aspect of our services that has caused dissatisfaction

How to Make a Complaint

Complaints can be made verbally, in writing, by email, or through another representative acting on behalf of the service user where appropriate.

When making a complaint, please provide:

• Your name and contact details
• The name of the service user (if applicable)
• A description of the concern or incident
• Relevant dates, times, or supporting information
• The outcome you are seeking, where possible

Complaint Handling Process

Step 1: Acknowledgement

We aim to acknowledge complaints promptly, usually within 3 to 5 working days of receiving the complaint.

Step 2: Investigation

A suitable member of the management team will review the complaint thoroughly and fairly. This may involve:

• Reviewing records and documentation
• Speaking with staff members involved
• Discussing concerns with the complainant
• Identifying whether service improvements are required

Step 3: Response

We aim to provide a full response within 20 working days, although more complex investigations may require additional time. If delays occur, we will keep the complainant informed throughout the process.

Our response may include:

• Findings from the investigation
• Any actions taken or proposed
• Service improvements or corrective measures
• An apology where appropriate

Escalating a Complaint

If a complainant remains dissatisfied with the outcome, they may request that the matter be reviewed internally by senior management.

Where appropriate, complaints may also be referred to relevant external organisations or regulatory bodies, including:

• The Care Quality Commission (CQC)
• Local authority safeguarding teams
• The Local Government and Social Care Ombudsman
• Other relevant professional or regulatory organisations

Safeguarding Concerns

Any complaint involving potential abuse, neglect, discrimination, or safeguarding risks will be treated with urgency and managed in line with safeguarding procedures and legal obligations.

Where necessary, concerns may be reported to appropriate safeguarding authorities or emergency services.

Confidentiality and Data Protection

All complaints are handled sensitively and confidentially wherever possible. Information will only be shared with individuals directly involved in the investigation or where required by law or safeguarding responsibilities.

Personal data will be processed in accordance with applicable UK data protection legislation and our Privacy Policy.

Learning and Continuous Improvement

Complaints and feedback help us improve the quality, safety, and effectiveness of our services. We regularly review complaints to identify patterns, training needs, and opportunities for improvement across our organisation.

Contact Us

If you wish to make a complaint or raise a concern, please contact:

Mountbatton Care
Website: https://mountbattoncare.com

We are committed to handling all complaints fairly, professionally, and with respect for everyone involved.