Complaints Policy

1 - Supporting Policies and Documents

This Complaints Policy should be read in conjunction with the following key policies, procedures, and legislative frameworks that underpin complaint handling at Rowley House. These documents collectively support a consistent, lawful, and transparent approach to managing concerns raised by residents, staff, and stakeholders.

Safeguarding Children Policy and Procedures
Safeguarding Adults Policy and Procedures
Whistleblowing Policy

2 - Purpose, Scope and Principles

2.1 - Purpose

The purpose of this policy is to establish a clear, accessible, and legally compliant framework for managing complaints at Rowley House. We are committed to ensuring that all individuals—parents, children, staff, visitors, and professionals—feel safe and empowered to express dissatisfaction, raise concerns, or challenge decisions without fear of reprisal.

This policy ensures:

Timely, fair, and transparent investigation and resolution of all complaints.
Compliance with the Residential Family Centres Regulations 2002, the Residential Family Centres National Minimum Standards (2013), and other relevant statutory guidance.
Ongoing improvement in care quality and service delivery through structured learning from complaints.

2.2 - Scope

This policy applies to:

All families residing at Rowley House, including parents and children (where age-appropriate).
Visitors and external professionals, such as social workers, legal representatives, and healthcare providers.
All employees, volunteers, and management of Rowley House.
Independent advocates or third parties acting on behalf of residents.

Complaints may concern any aspect of service delivery, including but not limited to care standards, safeguarding, staff conduct, assessment decisions, accommodation, communication, and previous complaint handling.

This policy encompasses both informal concerns and formal complaints, as well as anonymous submissions and third-party representations. It outlines both internal resolution pathways and escalation routes to external bodies such as Ofsted.

2.3 - Principles

Rowley House’s approach to complaints handling is underpinned by the following principles:

Accessibility: The complaints process is clear, well-communicated, and available in formats appropriate to the needs of all service users, including those with disabilities or language barriers.
Openness and Transparency: A culture is fostered where feedback, concerns, and complaints are welcomed as opportunities to reflect and improve practice.
Confidentiality: All complaints are handled with sensitivity, discretion, and in accordance with data protection legislation. Details are only shared on a need-to-know basis.
Fairness and Impartiality: Complaints are investigated objectively and without bias. The rights of all parties involved are respected.
Timeliness: Complaints are acknowledged promptly, investigated within reasonable timescales, and resolved as swiftly as possible.
Responsiveness: Appropriate action is taken based on the outcome of a complaint, including policy review, staff training, or service amendments where necessary.
Non-Retaliation: No person will be penalised or treated unfairly for making or supporting a complaint in good faith.
Continuous Improvement: Lessons learned from complaints are embedded into service development, staff training, and organisational strategy.

3 - Definitions

3.1 - What Constitutes a Complaint

At Rowley House, a complaint is defined as an expression of dissatisfaction regarding any aspect of the care, support, or service provided at centre. Complaints may be raised by parents, children (where appropriate), visitors, staff, or external professionals. Complaints can relate to a wide range of issues, including but not limited to:

Concerns About Care and Support:

Dissatisfaction with the quality of care or support provided to families.
Perceived neglect of a parent’s or child’s needs.
Inappropriate or unprofessional behaviour by staff.
Breach of Rights or Safeguarding Concerns:
Allegations of unfair treatment, discrimination, or violation of rights.
Concerns regarding safeguarding, including ineffective risk assessment and management practices.
Failure to follow safeguarding policies and procedures.
Decisions Made During the Assessment Process:
Disagreement with an assessment outcome, report content, or recommendations.
Concerns about the fairness, accuracy, or transparency of decision-making.
Communication Issues:
Lack of clear or timely communication from staff or management.
Inaccurate or misleading information provided to parents, children, or professionals.
Issues with confidentiality and data protection breaches.
Environmental and Operational Concerns:
Cleanliness, safety, or maintenance of the residential environment.
Issues with facilities or accommodation.
Concerns about security and the physical safety of residents.
Staff Conduct and Professionalism:
Allegations of staff misconduct, rudeness, or failure to act in accordance with professional standards.
Perceived bias, unfair treatment, or inappropriate behaviour.
Lack of adherence to Rowley House’s policies and procedures.
Complaints About How a Previous Complaint Was Handled:
Dissatisfaction with the response, investigation, or resolution of a prior complaint.
Concerns that a complaint was not taken seriously or was ignored.

3.2 - Distinguishing Between Complaints and Concerns

Rowley House encourages open dialogue and seeks to address concerns before they escalate into formal complaints. Concerns are informal expressions of dissatisfaction that can often be resolved quickly through discussion with a staff member or manager. If a concern cannot be resolved informally or if a complainant wishes to escalate the matter, it will be processed as a formal complaint.

All complaints, whether informal or formal, are taken seriously and handled in line with regulatory requirements and best practice guidance.

3.3 - Informal and Formal Complaints

At Rowley House, complaints can be addressed through either an informal or formal process. We encourage early resolution of concerns whenever possible, while also ensuring that individuals have the right to escalate their complaint if they remain dissatisfied.

Informal Complaints:

Informal complaints are concerns raised by parents, children, staff, or external professionals that can often be resolved quickly and without the need for a formal investigation.
These may include minor issues relating to communication, environment, or day-to-day interactions within the centre.
While informal complaints are encouraged for minor concerns, individuals always have the right to bypass this stage and proceed directly to a formal complaint if they prefer.
Key Features of Informal Complaints:
Typically resolved through direct communication with staff or management.
Do not require a formal written complaint or detailed investigation.
Are acknowledged and addressed promptly to prevent escalation.
Can often be resolved through discussion, clarification, or minor adjustments.
Formal Complaints:
A formal complaint is a written or verbal expression of dissatisfaction that requires a structured response and investigation.
Formal complaints are necessary when a concern cannot be resolved informally, is of a serious nature, or requires further investigation.
Formal complaints are recorded and monitored to ensure accountability, transparency, and continuous improvement in service delivery.
Key Features of Formal Complaints:
Require a written or recorded verbal submission.
Are formally acknowledged and investigated within a set timescale.
Involve a structured response from the Registered Manager or another designated person.
Follow a clear complaints procedure, including potential escalation to external bodies.

3.4 - Who Can Make a Complaint?

Rowley House is committed to ensuring that all individuals associated with the centre have the right to voice concerns or complaints without fear of disadvantage or retaliation. Complaints can be made by a range of stakeholders, including:

Parents and Carers:

Any parent or guardian residing in the centre who is dissatisfied with the care, support, or environment provided.
Parents who feel that their rights, dignity, or welfare have been compromised.
Children and Young People:
Children residing in the centre who are old enough to express concerns about their care.
Children can make complaints directly or through an advocate, key worker, or family member.
Visitors and External Professionals:
Relatives, friends, or other visitors who have concerns about the wellbeing of a resident.
Social workers, health professionals, legal representatives, or other external agencies involved in a family’s care.
Staff Members and Volunteers:
Employees who wish to raise concerns about workplace conditions, policies, or the treatment of residents.
Staff who observe practices that may not align with the Residential Family Centres Regulations or National Minimum Standards.
Advocates and Representatives:
Independent advocates acting on behalf of a parent or child, particularly those who may struggle to raise complaints themselves due to language barriers, disabilities, or other vulnerabilities.
Legal representatives or other support professionals who have been given permission to act on behalf of a resident.
Regulatory Bodies and Inspectors:
Ofsted and other regulatory agencies that identify concerns during inspections or through external reports.

4 - Legal and Regulatory Framework

This policy is informed by and complies with the following regulations, standards, and legislative frameworks relevant to managing complaints within residential family centres.

Residential Family Centres Regulations 2002 (Regulation 20 – Complaints):

The Registered Person must establish and maintain a clear complaints procedure accessible to residents or their representatives.
Complaints must be fully investigated, with outcomes communicated to the complainant within 28 days or sooner if practical.
A written copy of the procedure, including how to escalate complaints to the Chief Inspector, must be provided on request.
All complaints, actions taken, and outcomes must be recorded (electronically or otherwise), and summaries of complaints from the previous 12 months must be provided to the Chief Inspector upon request.
Residential Family Centres National Minimum Standards 2013 (Standard 2.3, 2.4, and 19.8):
Parents and children (if age-appropriate) must receive clear information about making complaints, including how to access an independent advocate, skilled in signing or fluent in their preferred language if required.
Parents should feel confident raising concerns without fear of negative repercussions and must receive prompt feedback.
The Registered Person is responsible for ensuring complaints are handled effectively and legally, including options to escalate complaints externally.

5 - Roles and Responsibilities

5.1 - Responsibilities of the Registered Manager

The Registered Manager holds primary responsibility for ensuring that all complaints are managed effectively, fairly, and in accordance with regulatory requirements. They play a crucial role in fostering a culture of transparency and accountability within Rowley House, ensuring that all individuals feel safe and supported when raising concerns.

Key Responsibilities:

Ensuring Compliance with Regulations and Standards:

Overseeing the implementation and adherence to the Residential Family Centres Regulations 2002 and National Minimum Standards 2013 in complaints handling.
Ensuring that complaints are managed in line with legal and ethical responsibilities, including data protection and confidentiality requirements.
Managing the Complaints Process:
Receiving, recording, and monitoring all formal complaints.
Ensuring all complaints are investigated thoroughly, impartially, and within the required timeframes.
Communicating clearly with complainants about the progress and outcome of their complaints.
Providing a clear and accessible complaints procedure to all residents, staff, and external stakeholders.
Creating a Positive Complaints Culture:
Encouraging an open and non-judgmental environment where complaints are seen as opportunities for learning and improvement.
Supporting staff in responding to concerns informally before they escalate into formal complaints.
Monitoring and Learning from Complaints:
Reviewing complaint trends to identify areas for improvement in service delivery.
Ensuring that lessons learned from complaints lead to policy or procedural changes where necessary.
Reporting complaint outcomes and trends to senior management, Ofsted, or other regulatory bodies as required.
Providing Training and Guidance:
Ensuring all staff members are trained on how to handle complaints sensitively and professionally.
Offering guidance to staff on informal resolution strategies and appropriate escalation procedures.
Escalation and External Reporting:
Ensuring complainants are aware of their right to escalate unresolved complaints to external bodies, such as Ofsted.
Providing necessary documentation and evidence for external investigations where required.

5.2 - Responsibilities of Staff Members

All staff members at Rowley House have a responsibility to contribute to an environment where complaints are handled sensitively, professionally, and in accordance with best practices.

Key Responsibilities:

Encouraging Open Communication:

Creating a welcoming and supportive environment where families feel comfortable raising concerns.
Listening actively and responding respectfully to any complaints or concerns raised by residents.
Handling Informal Complaints:
Addressing minor concerns in a prompt and professional manner.
Where possible, resolving issues informally before they escalate into formal complaints.
Reporting concerns that require managerial input to the Registered Manager.
Supporting the Complaints Process:
Informing parents and residents of their right to make a complaint and guiding them through the process.
Assisting individuals who may have difficulty making a complaint due to language barriers, literacy difficulties, or disabilities.
Maintaining a neutral and professional approach when dealing with complaints.
Recording and Reporting Complaints:
Accurately documenting complaints, actions taken, and resolutions in accordance with Rowley House’s policies.
Reporting serious or persistent complaints to the Registered Manager for further action.
Respecting Confidentiality:
Ensuring that information related to complaints is only shared with those directly involved in the investigation and resolution process.
Adhering to data protection laws and internal confidentiality policies when handling complaint records.
Continuous Learning and Improvement:
Participating in training and development on complaints handling and resolution.
Reflecting on feedback from complaints to improve personal practice and service quality.

5.3 - Responsibilities of External Professionals and Advocates

External professionals and advocates play a crucial role in supporting residents to raise concerns and ensuring that complaints are handled fairly. They provide an additional layer of oversight and support for families who may struggle to navigate the complaints process independently.

Key Responsibilities:

Supporting Residents in Raising Complaints:

Ensuring parents and children (where age-appropriate) are aware of their rights to make a complaint.
Providing advocacy support to those who may have difficulty articulating concerns or navigating the complaints procedure.
Ensuring Fair and Transparent Complaint Handling:
Monitoring how complaints are handled to ensure fairness and compliance with regulations.
Challenging inappropriate responses or inadequate investigations where necessary.
Where applicable, escalating concerns to external agencies, such as Ofsted, if a complaint is not handled appropriately.
Providing Independent Advocacy:
Offering neutral and unbiased support to families who need assistance in voicing their concerns.
Representing the best interests of parents and children in complaint investigations.
Liaising with Rowley House Management:
Engaging in constructive dialogue with the Registered Manager and staff to address concerns in a timely and effective manner.
Collaborating with Rowley House to support the resolution of complaints through mediation or negotiation where necessary.
Adhering to Professional and Ethical Standards:
Upholding confidentiality and professionalism when dealing with complaints.
Ensuring all advocacy and complaint-related actions align with statutory regulations and ethical guidelines for working with vulnerable families.

6 - Procedure for Raising a Complaint

At Rowley House, we are committed to ensuring that all individuals have access to a clear, straightforward, and effective process for raising complaints. We recognise that parents, children, and other stakeholders may have different needs when it comes to communicating concerns, and we strive to make the process as accessible as possible.

6.1 - How to Make a Complaint

Complaints can be made in several ways, depending on the preference and circumstances of the complainant.

Verbal Complaints:

Can be made in person to any staff member, the Registered Manager, or during meetings with external professionals.
If the complaint is informal, staff will attempt to resolve it immediately where possible.
If the complainant wishes to escalate the issue, staff will assist in documenting the complaint for further investigation.
Written Complaints:
Can be submitted via email, letter, or a written complaints form.
The complainant should include as much detail as possible, including: The nature of the complaint, who or what the complaint relates to, any relevant dates and times, and the desired outcome or resolution.
Written complaints will be formally acknowledged in writing within two working days and investigated accordingly.
Complaints via Third Parties:
Complaints can be raised on behalf of a parent or child by: Advocates or legal representatives, social workers or other professionals, and/or friends or family members (with consent).
Third-party complaints will be handled with the same level of care and confidentiality, ensuring the voice of the complainant is represented accurately.
Anonymous Complaints:
Anonymous complaints will be considered and investigated as far as possible.
However, it may not always be possible to provide a resolution if further information is required but cannot be obtained due to anonymity.

All complaints, regardless of the format in which they are made, will be handled sensitively, fairly, and in accordance with regulatory standards.

6.2 - Supporting Accessibility

Rowley House is committed to ensuring that the complaints process is accessible to all individuals, including those with additional needs, language barriers, or other communication challenges.

Language and Interpretation Support:

If English is not the complainant’s first language, Rowley House will:

Provide translated versions of key complaints documents where possible.
Arrange for an interpreter to assist in raising and discussing complaints.
Support parents and children in accessing independent advocacy services that can communicate in their preferred language.
Support for Individuals with Disabilities:
For individuals with visual impairments, complaints information and responses can be provided in: large print, braille, and/or audio format.
For individuals with hearing impairments, alternative communication methods such as sign language interpretation or written communication can be facilitated.
Advocacy and Independent Support:
Parents and children (where appropriate) have the right to be supported by an advocate when making a complaint.
Rowley House, alongside the placing authority, will facilitate access to independent advocacy services, particularly for individuals who: have difficulty articulating concerns, have a learning disability or other cognitive difficulties, require emotional support to engage in the complaints process.
Easy-Read and Child-Friendly Complaints Information:
For parents or children with literacy difficulties, complaints information can be provided in an easy-read format with simplified language and visual aids.
Children who are old enough to express concerns will be given age-appropriate information about how to raise complaints.

By ensuring that all individuals—regardless of language, ability, or communication preferences—can access the complaints process, Rowley House upholds its commitment to fairness, transparency, and inclusivity.

7 - Complaints Handling Process

Rowley House is committed to handling complaints in a fair, transparent, and structured manner. Our three-stage complaints process ensures that concerns are addressed promptly and appropriately, with clear opportunities for resolution and escalation if necessary.

7.1 - Stage 1: Informal Resolution

Many concerns can be resolved quickly and effectively through informal discussion with staff or the Registered Manager. The informal stage is encouraged as a first step to address minor issues before escalating them to a formal complaint.

Process for Informal Resolution

The complainant raises a concern with a relevant staff member or the Registered Manager.

Staff listen carefully and seek to understand the nature of the concern.

Where possible, an immediate resolution is offered. This may include:

Providing clarification or additional information.
Adjusting a process or approach where appropriate.
Offering an apology and reassurance where necessary.
If the complainant is satisfied with the resolution, no further action is required.
If the issue remains unresolved, the complainant has the right to escalate their concern to a formal complaint (Stage 2).

Key Considerations

Informal complaints should be addressed promptly, within 48 hours.
All concerns raised informally should be logged for monitoring purposes.
If a complainant prefers, they may bypass this stage and proceed directly to Stage 2.

7.2 - Stage 2: Formal Complaint Investigation

If a concern is not resolved informally, or the complainant wishes to make a formal complaint from the outset, the issue will be formally investigated following a structured process.

Acknowledgement of Complaint

Formal complaints must be submitted in writing, verbally (if recorded), or electronically.
Rowley House will acknowledge receipt of the complaint in writing within two working days.
The acknowledgment will include:
Confirmation that the complaint has been received.
Information on the complaints handling process.
Expected timescales for investigation and response.

Investigation Procedure

The Registered Manager (or an appointed senior member of staff) will lead the investigation. The investigation process may involve:

Reviewing relevant documentation and records.
Speaking with the complainant to gather further details.
Interviewing staff members, witnesses, or other relevant individuals.
Assessing compliance with policies, procedures, and regulatory standards.
Throughout the investigation, confidentiality will be maintained, and only those directly involved will have access to complaint details.

Timescales and Communication

Investigation Timeline:

A formal investigation will be completed within 28 days of receiving the complaint.
If the investigation requires additional time, the complainant will be informed, with a revised timescale provided.
Communication During Investigation:
The complainant will receive regular updates on the progress of their complaint.
Additional information may be requested from the complainant to aid the investigation.
Outcome and Resolution:
The complainant will receive a written response outlining: the findings of the investigation, any actions taken or changes implemented as a result of the complaint, and information on how to escalate the complaint if they remain dissatisfied.

If the complainant is satisfied with the response, the complaint is closed. If not, they may proceed to Stage 3.

7.3 - Stage 3: Review and Escalation

If the complainant is dissatisfied with the outcome of the formal investigation, they have the right to request an internal review or escalate the matter to an external body.

Internal Review Process

The complainant may request a review by submitting a written request within 14 days of receiving the formal response.

The review will be conducted by a senior member of staff not involved in the initial investigation to ensure impartiality.

The review process will consider:

Whether the original investigation was conducted fairly and thoroughly.
Whether all evidence was considered appropriately.
Whether the outcome and actions taken were reasonable.
The internal review will be completed within 14 days, and the complainant will receive a written response with the final decision.

If the complainant remains dissatisfied, they may escalate their complaint externally.

External Escalation (Including Referral to Ofsted or Relevant Bodies)

Complainants have the right to escalate their complaint to an external body if they feel that Rowley House has not handled their concerns appropriately.

Ofsted (Office for Standards in Education, Children's Services and Skills) oversees residential family centres and can investigate complaints related to:

Failures to meet regulatory requirements.
Safeguarding concerns.
Poor management or systemic failures.
Contact details for Ofsted and other relevant external bodies will be provided to the complainant upon request.

Ofsted Contact Information:

Phone: 0300 123 1231
Email: enquiries@ofsted.gov.uk
Address: Ofsted, Piccadilly Gate, Store Street, Manchester, M1 2WD

Other Possible External Escalation Options

Local Authority Children’s Services.
Local Government & Social Care Ombudsman:
Phone: 0300 061 0614
Online Form: https://complaints.lgo.org.uk/complaint-form/
Postal Address: Local Government and Social Care Ombudsman, PO Box 4771, Coventry, CV4 0EH.
Office of the Children’s Commissioner:
Name: Dame Rachel De Souza
Phone: 020 7783 8330
Address: Sanctuary Buildings, 20 Great Smith Street, London, SW1P 3BT
Legal Representation.

7.4 - Commitment to Continuous Improvement

Rowley House is committed to using complaints as a learning tool for service improvement.

Complaints will be reviewed regularly to identify any recurring issues.
Staff training and policies will be updated where necessary to prevent future complaints.
Trends in complaints will be analysed, and actions will be taken to enhance the quality of care provided.

By maintaining a clear, structured complaints process, Rowley House ensures that all concerns are addressed effectively, fairly, and in compliance with regulatory standards.

8 - Confidentiality and Privacy

Rowley House is committed to handling all complaints with the utmost confidentiality and in compliance with data protection laws. We recognise that individuals may feel vulnerable when making a complaint and assure all complainants that their privacy will be respected throughout the process.

8.1 - Data Protection in Complaint Handling

All personal information related to complaints will be managed in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Key Principles of Data Protection in Complaint Handling:

Lawful and Fair Processing: Complaint data will only be used for the purpose of resolving the issue and improving services.
Data Minimisation: Only relevant and necessary information will be collected and processed.
Accuracy: All complaint records will be kept accurate and up to date.
Storage Limitation: Complaint records will be retained for a defined period in accordance with legal requirements and Rowley House’s retention policy.
Security: All complaint records will be stored securely to prevent unauthorised access, loss, or misuse.
Right to Access Information: Complainants have the right to access their personal data related to their complaint under Subject Access Requests (SARs).

Use of Complaint Data:

Complaint records will not be used for any purpose beyond the investigation and resolution process.
Statistical and anonymised data may be used for quality improvement but will not include identifiable personal information.

8.2 - Ensuring Confidentiality for Complainants

Confidentiality is critical to ensuring that individuals feel safe in raising concerns. Rowley House has strict protocols in place to protect complainants from any potential disadvantage or retaliation.

How Confidentiality is Maintained:

Restricted Access to Complaint Information:

Complaint details are only shared with those directly involved in handling or investigating the complaint.
Staff members not involved in the complaint resolution process will not have access to related information.
Protection Against Retaliation:
Rowley House operates a zero-tolerance policy for victimisation or unfair treatment of individuals who raise complaints.
If a complainant believes they have faced retaliation, they should report it immediately to the Registered Manager or escalate the matter externally.
Anonymous Complaints:
While anonymous complaints may be harder to investigate, they will still be reviewed and acted upon where possible.
Secure Communication:
Any written communication related to complaints will be marked as confidential and shared securely.
Electronic communications will be password-protected where necessary.
Privacy Considerations in Complaint Investigations:
Meetings and discussions about complaints will take place in private and appropriate settings.
Staff will be reminded of their duty of confidentiality when handling complaints.

8.3 - Record-Keeping and Information Sharing Protocols

Rowley House maintains accurate records of all complaints to ensure transparency, compliance, and service improvement.

Complaint Record-Keeping

A secure complaints log will be maintained by the Registered Manager. Each complaint record will include:

The nature of the complaint.
The date received.
Actions taken during the investigation.
The outcome and any corrective measures implemented.
Any follow-up actions required.
Retention Period:
Complaint records will be retained for a minimum of fifteen years as required by the Residential Family Centres Regulations 2002.
After the retention period, records will be securely disposed of.

Information Sharing Protocols

Information related to complaints will only be shared on a need-to-know basis.

Internal Sharing:

Staff involved in resolving the complaint may access necessary information but will be bound by confidentiality agreements.
External Sharing:
Complaint details will not be shared with external parties unless: There is a legal or safeguarding obligation, the complainant has provided explicit consent, regulatory bodies (e.g. Ofsted) request information as part of an inspection or review.
Access to Complaints Records
Complainants have the right to request access to records related to their complaint, subject to data protection regulations.
Requests for access should be made in writing and will be processed within one month in accordance with GDPR guidelines.

Monitoring and Reviewing Complaints Records

Complaint records will be reviewed regularly to identify trends or areas for improvement.
Lessons learned from complaints will be used to inform:
Staff training and development.
Policy updates.
Service improvement initiatives.

By ensuring strict confidentiality, data protection, and responsible record-keeping, Rowley House upholds its commitment to fair, professional, and legally compliant complaints handling.

9 - Recording, Monitoring, and Reporting

At Rowley House, we are committed to maintaining a robust system for recording, monitoring, and reporting complaints. This ensures transparency, compliance with regulatory requirements, and continuous service improvement. Complaints data is carefully analysed to identify trends, address systemic issues, and enhance the quality of care provided to families.

9.1 - Procedure for Documenting Complaints

All complaints, whether informal or formal, must be documented appropriately to ensure accountability and track recurring issues.

Recording informal complaints

Informal complaints and concerns that are raised and resolved quickly should still be logged for monitoring purposes.
Staff should document:
The nature of the concern.
Date and time of the complaint.
Steps taken to resolve the issue.
Whether the complainant was satisfied with the resolution.
Informal complaint logs will be reviewed periodically to identify recurring themes that may require formal intervention.

Recording Formal Complaints

All formal complaints must be logged in the Complaints Register, maintained securely by the Registered Manager.
Each complaint record should include:
Date received and method of submission.
Details of the complainant (where provided).
Nature of the complaint (e.g., safeguarding, care provision, staff conduct).
Investigative steps taken and individuals involved.
Outcome of the complaint and actions implemented.
Date of resolution and whether the complainant was satisfied.
Complaints records must be stored securely and comply with data protection regulations.

Retention of Complaints Records

Complaint records will be retained for a minimum of fifteen years, as required by the Residential Family Centres Regulations 2002.
After the retention period, records will be securely disposed of unless required for legal or regulatory purposes.

9.2 - Monitoring and Reviewing Complaints Trends

Regular monitoring of complaints allows Rowley House to identify patterns and implement preventative measures to improve service delivery.

Identifying Trends and Recurring Issues

Complaints data will be reviewed quarterly to assess:
Common themes in complaints (e.g., communication issues, staff conduct, accommodation concerns).
Any increase in complaints relating to a particular issue.
The effectiveness of previous corrective actions.
Trends will be analysed to determine whether additional staff training, policy changes, or service improvements are necessary.

Learning from Complaints

Lessons learned from complaints will be shared with staff to promote continuous professional development and service improvements.
Where appropriate, feedback will be incorporated into:
Staff training programs.
Policy reviews and procedural updates.
Improvements in communication and engagement with residents.
If a particular issue is frequently raised, preventative measures will be implemented to reduce future complaints.

Internal Complaints Review Meetings

Complaints will be reviewed at management meetings to ensure compliance with regulatory requirements.
Any serious concerns will be escalated for discussion at senior leadership or external governance meetings.

9.3 - Annual Complaints Summary Reports

An Annual Complaints Summary Report will be compiled to ensure accountability, compliance with regulatory bodies, and service improvement planning.

Purpose of the Annual Report

To provide an overview of complaints received over the previous 12 months.
To highlight key trends and recurring issues.
To evaluate the effectiveness of complaints handling processes.
To outline actions taken to improve services as a result of complaints.

Content of the Annual Complaints Summary Report

This report will include:

Total number of complaints received (informal and formal).
Breakdown by category (e.g., care provision, staff conduct, safeguarding).
Number of complaints resolved at each stage (informal resolution, formal investigation, external escalation).
Timeframes for resolution (percentage of complaints resolved within set timescales).
Themes and trends identified.
Changes implemented based on complaint outcomes.
Recommendations for further service improvement.

Sharing and Reviewing Annual Report

The Registered Manager will review the report and ensure it is used for strategic service planning.
Key findings may be shared with:
Ofsted (upon request).
Senior management teams and governing bodies.
Staff teams to improve practice.
The report will be used to assess whether changes in policies, staff training, or procedures have successfully addressed issues raised in previous complaints.

By maintaining thorough complaint documentation, monitoring trends, and producing an annual summary report, Rowley House ensures that complaints are not just resolved but actively contribute to the continuous improvement of care and support services.

10 - Equality, Diversity and Inclusion

Rowley House is committed to ensuring that all individuals—regardless of their background, identity, or personal circumstances—are treated with dignity, fairness, and respect throughout the complaints process. This commitment is central to our values and fully aligned with our responsibilities under the Equality Act 2010.

We recognise that individuals may experience barriers when raising concerns due to factors such as language, disability, culture, belief systems, or previous experiences of discrimination. Our complaints procedure is designed to be inclusive, accessible, and sensitive to these differences.

10.1 - Key Commitments

Non-Discrimination: All complaints will be handled equitably, without discrimination on the basis of age, disability, gender identity, race, religion or belief, sex, sexual orientation, pregnancy or maternity, marriage or civil partnership, or socio-economic background.
Inclusive Access: Information about the complaints process will be made available in alternative formats (e.g., large print, Easy Read, Braille, translated materials, or audio), and interpreters or communication aids will be provided where required.
Cultural Sensitivity: Staff involved in complaints handling will be trained to recognise and respond to cultural and religious considerations with respect and understanding. Where appropriate, culturally appropriate support or advocacy services will be offered.
Support for Vulnerable Complainants: Parents, children, or other individuals who may be vulnerable due to disability, literacy challenges, mental health needs, or communication difficulties will be supported to raise complaints in a way that works best for them. Independent advocacy will be offered where needed.
Representation and Voice: We will actively promote the rights of all individuals to be heard, particularly those who may feel marginalised or disempowered. Children, where age-appropriate, will be supported to express their views in ways that are meaningful to them.
Monitoring and Review: Complaints data will be monitored to identify any patterns of concern relating to equality, discrimination, or bias. Where trends are identified, proactive steps will be taken to improve our practice and address underlying issues.

11 - Learning from Complaints and Continuous Improvement

At Rowley House, we view complaints as valuable opportunities for learning and service enhancement. Our commitment to continuous improvement ensures that issues raised through complaints contribute to meaningful changes that enhance the quality of care, strengthen policies, and improve experiences for residents and stakeholders.

11.1 - Implementing Lessons Learned

Every complaint, whether informal or formal, is an opportunity to identify areas for improvement and implement positive changes.

Analysing Complaint Outcomes

Following the resolution of a complaint, an internal review will assess:
The root cause of the issue.
Whether existing policies or procedures contributed to the complaint.
Whether staff actions were appropriate and aligned with professional standards.
If preventative measures could reduce similar complaints in the future.
If trends or patterns emerge (e.g., multiple complaints about communication), a targeted action plan will be developed.

Implementing Changes

Actions taken as a result of complaints may include:
Updating policies and procedures to address gaps identified during the investigation.
Enhancing staff training and development to improve responses in key areas (e.g., handling concerns sensitively, effective communication).
Adjusting operational practices, such as improving record-keeping, security measures, or parental engagement.
Making environmental or facilities improvements, such as adjusting accommodation arrangements based on feedback.
Timeframes for implementing changes will be set to ensure timely improvements.

Reviewing the Effectiveness of Changes

After implementing changes, a follow-up review will assess:
Whether the changes have effectively addressed the issue.
If further adjustments are needed.
Whether similar complaints have decreased as a result of the improvements.

11.2 - Feedback and Communication to Staff and Stakeholders

To foster a culture of learning, Rowley House ensures that staff and stakeholders receive regular updates on complaints trends, resolutions, and service improvements.

Internal Staff Communication

Regular Complaints Review Meetings will be held to discuss lessons learned and share best practices.
Key learnings from complaints will be included in:
Staff briefings and team meetings.
Supervision sessions, where individual learning needs are identified.
Ongoing training programs to reinforce positive practices.
Staff will be encouraged to reflect on complaints and contribute ideas for further service improvement.

Communication with Residents and Families

Rowley House is committed to closing the feedback loop with complainants by demonstrating that their concerns have led to positive changes.
If a complaint results in a policy or service change, residents may be informed through:
Updates in resident meetings.
Revisions to the Residents Guide or complaints guidance.
Individual discussions (where applicable) to show how their feedback influenced improvements.

Stakeholder Engagement

External professionals (e.g., social workers, Ofsted, advocacy organisations) may be informed of policy changes resulting from complaints where relevant.
Annual reports will highlight how Rowley House has used complaints data to drive improvements.

11.3 - Promoting a Culture of Continuous Improvement

Rowley House is committed to fostering an environment where complaints are not seen as negative criticisms but as constructive feedback that drives progress.

Encouraging a Proactive Approach to Feedback

Staff are encouraged to seek feedback regularly rather than wait for complaints to arise.
Residents are empowered to express concerns early, reducing the need for formal complaints.

Embedding a Learning Culture

Learning from complaints will be integrated into staff development plans.
Senior staff will model open, reflective practice, ensuring all staff view feedback as an opportunity to grow.

Continuous Evaluation and Service Development

Complaints data will be used to inform service development strategies and business planning.
Annual evaluations will assess how well Rowley House has responded to feedback and where further improvements are needed.

By embedding a culture of continuous learning, Rowley House ensures that complaints lead to meaningful changes that enhance service quality, resident experience, and staff performance.

12 - Communication and Awareness

Ensuring that all individuals associated with Rowley House understand the complaints process is essential to maintaining transparency, accountability, and trust. Effective communication and awareness strategies help staff, residents, and external stakeholders feel confident in raising concerns and engaging in constructive feedback.

12.1 - Training for Staff on Complaints Handling

All staff members at Rowley House receive comprehensive training on how to handle complaints effectively, ensuring that they respond professionally, empathetically, and in accordance with regulatory requirements.

Mandatory Complaints Handling Training

All new staff members receive training on the complaint’s procedure during induction.
Ongoing refresher training is provided to reinforce good practice and update staff on policy changes.

Key Training Areas Include:

The importance of complaints as a tool for service improvement.
How to respond to informal concerns in a professional and supportive manner.
The formal complaints process and escalation procedures.
Confidentiality and data protection when handling complaints.
How to support residents and families in making complaints, including assisting those with additional communication needs.
De-escalation techniques to manage complaints effectively and prevent unnecessary conflict.

Scenario-Based and Practical Training

Staff training sessions include role-playing exercises and case studies to enhance practical understanding.
Supervision and team meetings provide ongoing opportunities to reflect on complaints and improve responses.

By ensuring all staff are equipped with the knowledge and skills to handle complaints effectively, Rowley House fosters a positive and responsive complaints culture.

12.2 - Informing Residents and Stakeholders about the Complaints Policy

It is essential that all families, visitors, and external professionals are aware of their right to make a complaint and understand the process for doing so.

Resident Awareness

Parents and, where appropriate, children receive a full explanation of the complaints process during their induction to the centre.
Information about making a complaint is included in the Resident Handbook, which is provided to all families upon arrival.
The Registered Manager or key staff members are available to answer any questions about the complaints process.
Families are encouraged to raise concerns in resident meetings, where the importance of feedback is regularly discussed.

Information for Visitors and External Professionals

Visitors, such as social workers, advocates, and other professionals, are made aware of the complaints process through:
Information provided upon arrival at Rowley House.
Discussion during professional meetings or visits.
Signage and notices displayed in common areas explaining how to make a complaint.
External agencies, such as local authorities and Ofsted, are informed of the complaints procedure and how to escalate concerns if necessary.

Encouraging a Culture of Openness

Rowley House actively encourages families and professionals to express concerns early, reducing the need for formal complaints.
Regular resident feedback sessions provide an opportunity for concerns to be raised in a non-confrontational manner.

By ensuring that all individuals feel informed and confident in using the complaints process, Rowley House promotes trust, transparency, and accountability.

12.3 - Availability and Accessibility of the Policy Document

Rowley House is committed to ensuring that the complaints policy is easily accessible to all individuals, regardless of their needs or communication preferences.

Providing Multiple Formats

The complaints policy is available in:

Written format (included in the Resident Handbook and staff policies).
Easy-read versions for individuals with literacy difficulties.
Translated copies for those whose first language is not English.
Audio versions or Braille copies for individuals with visual impairments.
Digital formats, accessible via email or secure online platforms.

Ensuring Ease of Access

Staff are available to assist residents in understanding the complaints procedure.
Families are encouraged to request support from an advocate if they require assistance in raising a complaint.
The Registered Manager ensures that all residents know where to find complaints information and how to use it.

By prioritising accessibility and ensuring that all individuals can easily understand and navigate the complaints process, Rowley House upholds its commitment to inclusivity, fairness, and transparency.