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COMPLAINTS POLICY & PROCEDURE
Complaints Policy & Procedure
Service Location: 34 High Street, Ramsgate, Kent, CT11 9AG
Telephone: 01843 663788
Email: admin@ocwjcaregroup.co.uk
Responsible Person:
Carole Obbard – Registered Manager & Nominated Individual
Approved By: Registered Provider
Version: 4.0
Date Implemented: March 2026
Review Date: March 2027
This policy will be reviewed annually or sooner in response to legislative change, inspection findings, safeguarding concerns, audit outcomes, service developments or learning from complaints.
2. Policy Statement
OCWJ Care Group Limited is committed to delivering services that are:
• Safe
• Effective
• Caring
• Responsive
• Well-Led
Complaints are welcomed as valuable feedback and as an opportunity to improve the quality, safety and experience of care provided.
The organisation promotes a culture of openness, transparency and accountability. People receiving care, their families, staff and professionals are encouraged to raise concerns without fear.
No person raising a complaint will experience:
• retaliation
• reduced quality of care
• discrimination
• victimisation
Complaints form an important part of the organisation’s quality assurance and governance framework and contribute to continuous service improvement.
3. Legal and Regulatory Framework
This policy supports compliance with:
• Regulation 16 – Receiving and Acting on Complaints
• Regulation 17 – Good Governance
• Regulation 20 – Duty of Candour
• Health and Social Care Act 2008 (Regulated Activities) Regulations 2014
• CQC Registration Regulations 2009
• Equality Act 2010
• Accessible Information Standard
• UK GDPR
• Data Protection Act 2018
4. Definition of a Complaint
A complaint is any expression of dissatisfaction relating to the service provided by OCWJ Care Group Limited.
Complaints may relate to:
• quality or safety of care
• staff conduct or behaviour
• missed or late visits
• communication with staff or management
• care planning or risk management
• administration or billing
• any aspect of the regulated service
Complaints may be made verbally, in writing, by email, by telephone, anonymously, or through a representative.
5. Who Can Make a Complaint
Complaints may be made by:
• people receiving care
• family members or representatives
• advocates
• staff members
• healthcare professionals
• members of the public
Where a person lacks capacity, the principles of the Mental Capacity Act 2005 apply and a complaint may be raised by someone acting in their best interests.
Anonymous complaints will be investigated where sufficient information is available.
6. Person-Centred Approach to Complaints
Information about how to raise concerns is provided:
• during the initial assessment
• within the Service User Guide
• within the Welcome Pack
• during care reviews
Individuals receiving care are asked whether they feel comfortable raising concerns
and how they prefer to communicate.
Where appropriate, individuals may access independent advocacy services to support them in raising a complaint.
Information can also be provided in large print, easy read or alternative communication formats in line with the Accessible Information Standard.
7. How to Make a Complaint
Complaints may be raised through the following methods:
In Person:
To any member of care staff or management.
Telephone: 01843 663788
Email:admin@ocwjcaregroup.co.uk
In Writing:
OCWJ Care Group Limited
34 High Street, Ramsgate, Kent, CT11 9AG
Information about how to raise a complaint is also included within the Service User Guide and Welcome Pack provided at the start of the service.
All staff are trained to recognise and respond appropriately to complaints and must report any complaint received to management without delay.
8. Complaints About the Registered Manager or Nominated Individual
Where a complaint relates directly to the Registered Manager or Nominated Individual, the complaint will not be investigated internally in order to ensure independence, fairness and transparency.
Complaints relating to the Registered Manager or Nominated Individual must be reported directly to the Independent Complaints Reviewer to ensure an impartial and independent investigation.
Complaints may be submitted by email, telephone or in writing directly to the Independent Complaints Reviewer using the contact details below.
Independent Complaints Reviewer
Rita Kelsey
Email: kelsearite164@gmail.com
Telephone: 07474901554
The Independent Complaints Reviewer will:
• acknowledge the complaint within 2 working days
• undertake an independent and impartial investigation
• review relevant documentation including care records, incident reports and staff
statements
• interview relevant individuals where appropriate
• provide a written outcome to the complainant
Where the complaint is upheld, the Independent Complaints Reviewer may recommend:
• corrective actions
• referral of safeguarding concerns to Kent Adult Safeguarding in accordance with the
organisation’s Safeguarding and Whistleblowing Policies
• appropriate HR or disciplinary action by the provider
The complainant will also be informed of their right to escalate concerns to external organisations including:
• Local Government and Social Care Ombudsman
• Care Quality Commission (CQC)
• Kent Adult Safeguarding
This process ensures complaints concerning senior management are investigated independently and without conflict of interest.
9. Complaints Procedure
Stage 1 – Acknowledgement
All complaints will be acknowledged within two working days.
Actions include:
• recording the complaint in the complaints register
• risk assessing the complaint
• issuing acknowledgement to the complainant
• assigning an investigator
• confirming the expected response timescale
Where concerns can be resolved immediately, this will be documented in writing.
Stage 2 – Investigation
Complaints will normally be investigated within 28 calendar days.
The investigation may include:
• review of care records
• review of electronic monitoring systems
• interviews with staff and relevant individuals
• review of policies and procedures
• safeguarding referral where appropriate
If the investigation cannot be completed within 28 days, the complainant will receive a written update explaining the delay and the revised timescale.
Stage 3 – Outcome
The complainant will receive a written response including:
• summary of the complaint
• findings of the investigation
• outcome decision
• actions taken
• learning identified
• apology where appropriate
• information about escalation rights
Where necessary, care plans, procedures or training will be updated to reflect learning.
Complaints will be logged, tracked and reviewed as part of the organisation’s Regulation 17 governance and quality monitoring framework.
10. Duty of Candour
Where a notifiable safety incident occurs:
• the individual or their representative will be informed promptly
• a factual explanation will be provided
• a written apology will be issued
• appropriate support will be offered
• CQC will be notified where required
11. Escalation to External Organisations
If the complainant remains dissatisfied after the internal complaints process, they may contact:
Local Government and Social Care Ombudsman
Telephone: 0300 061 0614
Website: www.lgo.org.uk
Care Quality Commission (CQC)
Telephone: 03000 616161
Website: www.cqc.org.uk
Kent Adult Safeguarding
Telephone: 03000 416161
12. Recording and Monitoring Complaints
All complaints are:
• recorded within the complaints register
• risk assessed
• monitored until resolution
• analysed for trends and themes
Monthly monitoring by the Registered Manager includes:
• number of complaints received
• response times
• complaint themes
• repeat issues
Where trends are identified, corrective action plans will be implemented and monitored as part of the organisation’s governance framework.
Findings from complaints monitoring are reviewed through the organisation’s governance and quality assurance processes.
13. Learning and Service Improvement
Learning from complaints forms part of the organisation’s quality improvement and governance framework.
Actions may include:
• staff training updates
• policy reviews
• improvements to risk management
• care plan updates
Actions are recorded within the Service Improvement Plan and monitored through governance systems.
14. Confidentiality and Data Protection
Complaints are handled in accordance with:
• UK GDPR
• Data Protection Act 2018
Records are:
• stored securely
• access controlled
• retained for a minimum of six years after closure
• shared only where lawful and necessary
15. Governance and Oversight
This policy forms part of the OCWJ Care Group Limited Regulation 17 Good
Governance Framework.
Compliance is monitored through:
• internal audits
• safeguarding reviews
• complaints trend analysis
• workforce supervision
• training compliance monitoring
Governance follows a continuous improvement cycle:
Monitor → Review → Analyse → Learn → Improve → Re-Audit
16. Policy Approval
Signed:
Carole Obbard
Registered Manager & Nominated Individual
Date: March 2026
Next Review: March 2027