Complaints Procedure

Introduction

At Burghley Care, we are committed to providing high quality care in a safe, respectful and supportive environment. The wellbeing, dignity and comfort of our residents is at the heart of everything we do.

We aim to get things right first time. However, we recognise that there may be occasions where we do not meet expectations. When this happens, we want to hear from you.

Complaints give us the opportunity to listen, put things right and continually improve the care and service we provide.

All concerns and complaints will be handled with sensitivity, professionalism and respect for confidentiality.

Our Commitment

  • We will acknowledge your complaint within 2 working days and confirm who is handling it

  • We will listen carefully and treat all concerns seriously and fairly

  • If we have made a mistake, we will be open about it, apologise and explain how we will put it right

  • We will keep you informed throughout the process

  • We will use feedback and complaints to improve our care, services and environment

What is a Complaint?

A complaint is any expression of dissatisfaction about the care, services, environment or the way we have acted or failed to act.

Who Can Raise a Complaint?

  • Residents

  • Family members, friends or representatives

  • Prospective residents or their families

  • Former residents or their representatives within a reasonable timeframe

  • Advocates acting on behalf of a resident, with appropriate consent

What is Not Considered a Complaint

The following would not usually be treated as formal complaints:

  • A first request for a service such as reporting a maintenance issue

  • General day to day queries or requests

  • Anonymous complaints unless they raise safeguarding or safety concerns

  • Issues that are already being investigated by an external authority

How to Raise a Complaint

You can raise a concern or complaint in the way that feels most comfortable:

  • Speaking to a member of the care or management team in person

  • By telephone

  • By email

  • In writing to the Home Manager

  • Through a family member, representative or advocate

We will always make reasonable adjustments to support anyone who may need help raising a concern, including support with communication, language or accessibility needs.

The Complaints Process

Stage 1 – Informal Resolution

We encourage concerns to be raised as soon as possible with a member of the team.

Where possible, we will resolve issues quickly and informally, often at the point they are raised or within 2 working days.

If the concern requires further investigation, we may ask for details to be confirmed in writing.

If you are not satisfied, the complaint can be progressed to Stage 2.

Stage 2 – Formal Complaint

A formal complaint should be made in writing to the Home Manager.

Please include:

  • Details of the concern

  • What has happened so far

  • Why you are dissatisfied

  • What outcome you are seeking

We will:

  • Acknowledge your complaint within 2 working days

  • Investigate the matter fully

  • Provide a written response within 10 working days

If the matter is complex and requires more time, we will keep you updated and agree a revised timescale.

Stage 3 – Escalation

If you remain dissatisfied, your complaint can be escalated for review by a senior member of the Burghley Care team who has not been involved previously.

We will:

  • Acknowledge the escalation within 2 working days

  • Provide a full response within 10 working days or longer if required, with updates

Stage 4 – External Review

If you are not satisfied with our response, you may refer your complaint to the relevant external bodies.

This may include:

  • The Care Quality Commission (CQC)

  • The Local Authority commissioning the care

  • The Local Government and Social Care Ombudsman

We will provide details of how to contact the appropriate organisation if needed.

Record Keeping and Learning

All complaints are recorded and monitored.

We regularly review feedback and complaints to identify patterns, improve our services and support ongoing staff training.

Confidentiality and Fairness

All complaints will be handled in confidence and in line with data protection requirements.

Raising a concern will never affect the care or support a resident receives.

Any staff involved in the matter will not be responsible for investigating the complaint.