Handle a family complaint

Log it, look into it, reply in writing and say what changes, inside your own time limits.

1. Log the complaint with the date it came in
2. Send an acknowledgement within three working days
3. Check if it is also a safeguarding concern. Most people forget this: A complaint about harm must also go to the local authority, not only through complaints
4. Speak to staff on shift and gather care notes
5. Meet or call the family to hear the full story
6. Write the response with findings and an apology where due
7. Approve the response letter (Registered manager signs off)
8. Tell them they can go to the Local Government and Social Care Ombudsman. Most people forget this: Leaving this out of the final letter is a common Ombudsman finding
9. Record the lesson and the change made

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