COMPLIMENTS, COMPLAINTS & SUGGESTIONS POLICY

1. POLICY STATEMENT AND PURPOSE

Carebridge provides semi-independent supported living services for young people aged 16 and over. Many of the young people we support are neurodivergent (for example autistic or ADHD) and/or have mental health diagnoses, including mild to moderate difficulties with emotional regulation and mood.

Carebridge is committed to providing safe, high-quality support and to listening carefully to what young people, their families, placing authorities and other stakeholders tell us about our service. Feedback – including compliments, comments, suggestions, concerns and complaints – is essential in helping us to keep young people safe and continually improve what we do.

This policy explains how to share feedback or make a complaint, what Carebridge will do in response, and how to contact independent organisations such as Ofsted, local authorities and advocacy services if you are not satisfied or prefer to raise concerns elsewhere. It applies both to day-to-day concerns that can be resolved quickly and to more serious or complex complaints that require formal investigation.

2. SCOPE AND LEGAL FRAMEWORK

This policy applies to:

Young people placed with Carebridge
Parents, carers and family members
Local authorities, social workers, Independent Reviewing Officers (IROs) and commissioning teams
Advocates, children’s rights officers and other professionals
Staff members and volunteers
Neighbours and members of the public who are affected by our service.

It covers all forms of feedback about Carebridge’s work, including the quality and safety of care and support, staff conduct, the environment, decision-making, communication and the way previous concerns have been handled.

The policy is informed by, and should be read alongside, relevant legislation and guidance, including:

Children Act 1989 and 2004
Children’s Homes (England) Regulations 2015 and associated quality standards guidance
Health and Social Care Act 2008 (Regulated Activities)
Care Act 2014 (for young adults and transition)
Equality Act 2010
Data Protection Act 2018 (UK GDPR)
Ofsted Social Care Common Inspection Framework (SCCIF) and Ofsted guidance on complaints and raising concerns about children’s social care.

Carebridge will make reasonable adjustments so that all young people, including those who are neurodivergent or experience emotional dysregulation, can access and use this complaints process. This may include adapting communication, offering different ways to complain and providing advocacy or additional support.

3. HOW TO GIVE FEEDBACK OR MAKE A COMPLAINT

Carebridge encourages young people and others to share feedback in whatever way feels safest and easiest for them. Feedback can be positive (compliments), neutral (comments and suggestions) or negative (concerns and complaints). All feedback will be acknowledged, taken seriously and used to improve our service.

Young people can raise feedback or complaints:

by speaking to any member of staff or their keyworker
by asking to speak to the Team Leader, Registered Manager or another trusted senior staff member
by phoning or emailing the Carebridge office (contact details provided in the young person’s guide, on noticeboards and on our website)
by completing a Compliments, Comments and Complaints form or online form, with support if needed
by asking an advocate, social worker, children’s rights officer or trusted adult to raise the issue for them or alongside them.

Young people will be told about their right to give feedback and complain:

when they move into a Carebridge placement
through the young person’s guide/handbook
during keywork sessions and house meetings
through information displayed in the home and on the Carebridge website.

Carebridge recognises that some young people, especially those who are neurodivergent or experiencing mental health difficulties and emotional dysregulation, may find it hard to talk about concerns or use formal language. Staff will offer different ways for young people to express feedback and complaints, such as shorter conversations, written notes, text messages, voice notes or using pictures and symbols, and will involve advocates or trusted adults where helpful.

4. PRINCIPLES

Carebridge’s approach to compliments, comments and complaints is based on the following principles:

Listening and respect

Young people, families, staff and others are listened to with respect. Every concern is taken seriously, and people are thanked for raising issues, even when the feedback is critical.

Safety first

Any complaint that suggests a young person may have been harmed, abused, neglected or placed at risk is treated as a safeguarding concern and managed under Carebridge’s safeguarding procedures, including notifying the placing authority, local authority children’s services and, where required, Ofsted.

Accessibility and inclusion

The process is simple, accessible and flexible so that all young people, including those who are neurodivergent or living with mental health difficulties, can use it. Reasonable adjustments are always made to support communication and emotional regulation.

No disadvantage

Nobody will be treated unfairly, have services withdrawn or be victimised in any way because they have made, supported or been involved in a complaint.

Timely and fair responses

Complaints are investigated promptly, proportionately and impartially, with clear explanations and written responses where appropriate.

Learning and improvement

Complaints and feedback are used to improve practice, inform staff training and supervision, and strengthen policies, systems and culture.

5. STAGES AND TIMESCALES

Carebridge aims to resolve concerns at the lowest appropriate level while ensuring that serious matters receive a formal response. There are three main stages: informal resolution, formal complaint to Carebridge, and review by a senior leader, alongside the option to contact external bodies at any point.

5.1 Stage 1 – Informal resolution (where appropriate)

Many day-to-day issues can be sorted out quickly and informally.

Young people and others are encouraged to raise concerns with staff or the keyworker as soon as they arise.
Staff will listen, explore what the person wants to happen, and try to agree a way forward promptly.

Informal concerns will still be noted, especially if:

the young person asks for it
the concern involves staff conduct or possible risk
similar issues have been raised before.

At any point, the person can ask for their concern to be treated as a formal complaint.

5.2 Stage 2 – Formal complaint to Carebridge

A formal complaint can be made by a young person or anyone acting on their behalf.

How it is logged

Complaints can be made verbally, in writing, by email, text or through a feedback/complaints form.
Staff receiving a complaint will ensure it is passed promptly to the Registered Manager (or another designated manager if the complaint involves the Registered Manager).

Acknowledgement

The complaint will be acknowledged within two working days of being received.
The acknowledgement will explain who is handling the complaint, what will happen next and the expected timescale for a response.

Investigation

The complaint will be investigated in a way that is fair, proportionate and appropriate to the issues raised.
Where possible, the investigating manager will not be directly involved in the circumstances being complained about.
The investigating manager may meet or speak with the complainant, the young person, staff members and any others involved, and review relevant records and documents.
If safeguarding concerns arise, the safeguarding procedure will be followed in parallel.

Outcome

Carebridge aims to provide a full response within 20 working days of acknowledging the complaint.
If it is not possible to respond within this timeframe (for example due to the complexity of the issues or availability of key people), the complainant will be informed of the reasons and given an updated timescale.

The response will set out:

the issues considered
a summary of what was found
whether the complaint is upheld, partially upheld or not upheld
actions taken or planned as a result (for example, an apology, changes to care plans, staff training or policy review).

The outcome will be explained to the young person in a way they can understand, with support from staff and/or an advocate if they wish.

5.3 Stage 3 – Review by senior leader / Responsible Individual

If the complainant is not satisfied with the outcome of the formal complaint, they can request a review.

Requests for review should normally be made within a reasonable time of receiving the Stage 2 outcome.
The review will be carried out by the Responsible Individual or another senior leader who was not directly involved in the original investigation.
The review will focus on whether the complaint was handled fairly, proportionately and in line with this policy, and whether the outcome and actions were reasonable.

Timescales

The request for review will be acknowledged within two working days.
Carebridge aims to complete the review and respond within 20 working days.
The response will confirm whether the original outcome is upheld or varied, and any further actions to be taken.

6. EXTERNAL ROUTES AND INDEPENDENT SUPPORT

Young people, families, staff and others can seek help or raise concerns with independent organisations at any time. They do not have to wait until Carebridge’s internal process is finished.

6.1 Placing local authority

Many young people at Carebridge are looked after or supported by a local authority.
Concerns about decisions or actions of the council (for example care planning, placement decisions or social work practice) can be raised through the local authority’s own complaints process.
Young people can ask their social worker, Independent Reviewing Officer or an advocate to help them use the local authority complaints procedure.

6.2 Ofsted

Ofsted is responsible for regulating and inspecting children’s social care services.
Anyone who is worried about the safety, welfare or rights of children and young people in a Carebridge placement, or about how the service is run, can raise concerns directly with Ofsted.
This includes young people, parents and carers, staff, advocates, neighbours and other professionals. People can contact Ofsted anonymously if they prefer.
Contact details for Ofsted (telephone, email, online form and postal address) are provided in the young person’s guide, displayed in Carebridge homes and published on the Carebridge website.

6.3 Advocacy and children’s rights services

Independent advocates and children’s rights workers can help young people:

understand their rights and options
make a complaint or express their views
attend meetings and reviews
communicate with professionals.

Information about local advocacy services is given to young people when they move into a Carebridge placement, and is available in the home and on the website. Staff will support young people to contact advocacy services if they wish.

6.4 Local Government and Social Care Ombudsman

For some complaints about councils and certain publicly-funded social care services, people can contact the Local Government and Social Care Ombudsman (LGSCO) once local complaint procedures have been used.
The Ombudsman is independent and looks at whether councils and some care providers have acted properly and fairly.
Information about when and how to complain to the Ombudsman, including contact details, is available on the LGSCO website and can be provided on request.

6.5 Emergency and safeguarding contacts

If anyone believes a child or young person is at immediate risk of harm, they should contact:

the police (999 in an emergency, 101 for non-emergency)
the local authority children’s services front door / MASH
the NHS for urgent mental health crises.

Carebridge staff will support young people to access emergency and safeguarding help where needed, as well as following internal safeguarding procedures.

7. SAFEGUARDING AND WHISTLEBLOWING

Safeguarding and complaints are closely connected. Any concern or complaint that suggests a young person may have been harmed, abused, neglected or placed at risk will always be treated as a safeguarding matter and managed under Carebridge’s safeguarding procedures.

7.1 Complaints that are safeguarding concerns

A complaint or concern may become a safeguarding issue where, for example, it involves:

alleged physical, emotional, sexual or financial abuse
neglect or failure to meet basic care needs
bullying, harassment or exploitation
unsafe staff practice or unsafe environments
breaches of professional boundaries or inappropriate relationships.

In these situations:

The immediate safety and wellbeing of the young person is the first priority. Steps will be taken straight away to protect them from further risk (for example, increased supervision or removing staff from duty).
The concern will be reported to the placing local authority and local authority children’s services in line with statutory guidance.
Ofsted will be notified where required by regulations and guidance.
The safeguarding process may run alongside, or in place of, the usual complaints process, depending on the situation and advice from the local authority.
Young people will be supported throughout, including help to understand what is happening, opportunities to express their views and access to advocacy.

7.2 Whistleblowing by staff and others

Whistleblowing is when a worker or volunteer raises a concern about wrongdoing, risk or poor practice in the public interest – for example where they believe that children are being harmed or placed at risk, laws or regulations are being broken, or serious misconduct is being covered up.

Carebridge expects and supports staff and volunteers to raise concerns about any practice, culture or behaviour that may put young people at risk or compromise their rights. Staff and volunteers:

should normally raise concerns with their line manager, the Registered Manager or the Responsible Individual in the first instance
may use Carebridge’s whistleblowing procedure if they feel unable to raise concerns through normal management channels, or if they have done so and the concern has not been addressed properly
are protected in law under the Public Interest Disclosure Act 1998 when they make a protected disclosure in the public interest. They must not be victimised, dismissed or treated unfairly for raising genuine concerns, even if these turn out not to be substantiated.

If a staff member, volunteer or other person feels unable to raise a concern internally, or is dissatisfied with the response, they can contact:

Ofsted, to raise concerns about children’s social care services
the local authority designated officer (LADO) or safeguarding team
the NSPCC Whistleblowing Advice Line or other prescribed bodies for child welfare and protection.

Information about whistleblowing, including internal contacts and external advice lines, is provided in staff induction, safeguarding and whistleblowing training, and is available in Carebridge settings and on internal systems.

8. ROLES AND RESPONSIBILITIES

Clear roles and responsibilities help to ensure that compliments, comments and complaints are handled consistently, fairly and in line with this policy.

8.1 Young people and those who support them

Young people, their families, carers, advocates and other supporters:

are encouraged to share compliments, comments, suggestions and concerns about any aspect of Carebridge’s service
should feel able to raise issues without fear of being ignored, blamed or disadvantaged
can ask for help from staff, advocates or other trusted adults to make a complaint or take it further if they are not satisfied.

8.2 All staff and volunteers

All staff and volunteers are responsible for:

listening to young people and others, taking all concerns and complaints seriously
responding in a calm, respectful and non-defensive way, even when feedback is difficult to hear
supporting young people to express their views in ways that work for them, including when they are distressed or experiencing emotional dysregulation
recording complaints and passing them promptly to the appropriate manager
cooperating fully and honestly with complaint investigations and any resulting actions
never victimising, blaming or treating anyone unfairly because they have raised or supported a complaint.

Training on this policy, and on listening to and communicating with neurodivergent young people and those with mental health needs, forms part of induction and ongoing learning for all staff.

8.3 Registered Manager

The Registered Manager is responsible for:

promoting a culture where feedback and complaints are welcomed and seen as opportunities to learn
ensuring that young people and others know how to give feedback and complain and have access to information and support
ensuring that all complaints are logged, acknowledged, investigated and responded to within agreed timescales
making sure safeguarding procedures are followed where complaints indicate any risk of harm
ensuring that accurate records are kept and that learning from complaints informs staff supervision, training and service improvement
reporting on complaints and learning to the Responsible Individual and, where required, to Ofsted and placing authorities.

8.4 Responsible Individual / Senior Leadership

The Responsible Individual and senior leaders are responsible for:

providing oversight of the complaints process and ensuring the policy is implemented across Carebridge
reviewing complaint patterns and themes and ensuring that systemic issues are addressed
carrying out Stage 3 reviews where requested, ensuring these are fair, impartial and in line with this policy
ensuring that sufficient resources, training and support are in place for effective complaints handling
ensuring that this policy is reviewed and updated in line with changes to law, regulation and best practice.

8.5 Directors / Governing body (if applicable)

Directors or the governing body (where applicable) are responsible for:

seeking assurance that Carebridge’s complaints process is effective, child-centred and compliant with legal and regulatory requirements
considering information about complaints and learning as part of quality and risk oversight.

9. RECORDING, CONFIDENTIALITY, DATA PROTECTION AND MONITORING

9.1 Recording and record-keeping

Carebridge keeps clear records of all formal complaints and significant informal concerns.

Each formal complaint is logged with the date received, who raised it, the main issues, actions taken, outcome and any learning identified.
Supporting documents (for example complaint forms, emails, notes of meetings, investigation records and outcome letters) are kept together as part of the complaint record.
Records are kept in line with Carebridge’s record-keeping procedures and retention schedules for children’s social care services.
Accurate records help Carebridge to understand what happened, demonstrate how the complaint was handled and identify patterns or recurring issues.

9.2 Confidentiality and information sharing

Carebridge respects the privacy of young people and others who give feedback or make complaints.

Information about complaints is shared only with those who need to know in order to respond, safeguard young people, provide oversight or meet legal and regulatory duties.
Complaint records are stored securely, with appropriate controls on who can access them.
Where information must be shared with external agencies (for example local authority children’s services, the police or Ofsted) this will be explained to the young person and/or complainant wherever it is safe and appropriate to do so.

9.3 Data protection

Personal data relating to compliments, comments and complaints is processed in accordance with the Data Protection Act 2018 and UK GDPR.

Carebridge will ensure that personal data is:

used lawfully, fairly and transparently
collected for clear purposes (such as responding to complaints, safeguarding, quality assurance and regulatory compliance)
kept accurate and up to date where necessary
stored securely and retained only for as long as necessary.

Individuals may have rights in relation to their personal data, such as the right to access information held about them, subject to legal limitations and the rights of others. Details are set out in Carebridge’s Privacy Policy.

Links to the relevant privacy information should be signposted in the policy and on the Carebridge website.

9.4 Monitoring, review and learning

Carebridge uses information from compliments, comments and complaints to improve services.

The Registered Manager regularly reviews complaint records to check that timescales are being met, responses are clear and child-centred, and actions and learning are followed through.
The Responsible Individual and senior leaders receive periodic reports on complaints, including number, type, outcomes and key themes, and ensure that these inform service development, training and risk management.
Learning from complaints is shared with staff through team meetings, supervision and training, and, where appropriate, with young people and placing authorities.

This policy is reviewed at least annually, or sooner if there are significant changes in law, regulation, Ofsted guidance or Carebridge’s services. The review will consider feedback from young people, families, staff and other stakeholders on how well the policy is working in practice.

FORMS AND RECORDS (Appendixes)

RELEVANT POLICIES

Safeguarding Policy
Data Protection Policy
Equality and Diversity Policy
Bullying and Harassment Policy
Staff Training and Development Policy

ADDITIONAL INFORMATION

Accessibility: Carebridge Limited ensures that the feedback process is accessible to all residents, including those with disabilities or language barriers.
Advocacy Support: At Carebridge Limited we provides information on advocacy support services for residents who may need assistance in submitting feedback.
Continuous Improvement: Carebridge Limited will use feedback as a key tool for continuous improvement and involve residents and stakeholders in the development and review of services.

CONCLUSION

By adhering to this Complaints, Compliments, and Suggestions Policy, Carebridge Limited demonstrates its commitment to providing high-quality supported living services, valuing feedback, and continually improving its service delivery to meet the needs and expectations of residents, their families, and other stakeholders.