Compliments and Complaints Procedure

• Compliment: positive feedback about our service, staff or practice.
• Concern: an informal issue raised that can usually be resolved quickly by the local team.
• Complaint: a formal expression of dissatisfaction that requires investigation and a written response.

This procedure applies to anyone who receives a service from us, their family or representative, professionals involved in their care, visitors, and members of the public who interact with our services.

• We treat all feedback seriously, respectfully and confidentially.
• No one will be disadvantaged for raising a concern.
• People we support will always be offered help to express their views, including through advocacy.
• We learn from complaints and use them to improve.

You can share a compliment by speaking to a member of our team, writing to us, or emailing info@bo-hope.co.uk. Compliments are shared with the individuals and teams involved and recorded in our quality assurance system.

You can raise a concern or complaint in any of the following ways:

• Speak to any member of our team or the service manager.
• Email us at info@bo-hope.co.uk.
• Write to us at Beacon of Hope Supported Living UK Limited, 55 Thunderbolt Way, Tipton, England, DY4 9SG.
• Ask a family member, friend, advocate or professional to contact us on your behalf.

1. Acknowledgement. We will acknowledge your complaint in writing within three working days.
2. Investigation. A senior manager, independent of the issue where possible, will investigate. We will speak with everyone involved and review relevant records.
3. Response. We aim to provide a full written response within twenty working days. If the investigation needs longer, we will explain why and agree a new timescale with you.
4. Resolution. Our response will explain what we found, what we will do to put things right, and what we will change as a result.
5. Review. If you remain unhappy, you may ask a Director to review the outcome.

If you remain dissatisfied after our internal review, you may contact the following bodies:

• Care Quality Commission (CQC). Telephone 03000 616161. Website cqc.org.uk. The CQC does not investigate individual complaints but uses your information to monitor our quality.
• Local Government and Social Care Ombudsman. Telephone 0300 061 0614. Website lgo.org.uk. The Ombudsman can review complaints once our internal process is complete.
• Local Authority. If your care is funded by a local authority, you may also raise the matter with your commissioning team.

If a concern indicates possible abuse, neglect or a safeguarding risk, we will follow our Safeguarding Policy and make appropriate referrals to the local authority safeguarding team without delay.

All complaints are recorded and reviewed by our management team. Themes and lessons learned are shared with staff through supervision, training and service meetings, and reported through our governance processes.

Complaints Lead, Beacon of Hope Supported Living UK Limited, 55 Thunderbolt Way, Tipton, England, DY4 9SG. Email: info@bo-hope.co.uk.

This procedure is reviewed annually or sooner following any significant change in guidance or practice.