Complaints Policy

Purpose and Objectives

The policy is designed to ensure Aura Norfolk LTD has an effective system for managing complaints, suggestions, and compliments and complies with relevant legislation, regulations, and best practice. The primary goal is to drive continuous quality improvement by enhancing the Service User experience and ensuring lessons are learned from feedback to improve service quality and delivery.

What is a Complaint?

A complaint is defined as an expression of dissatisfaction, disappointment, or discontent in response to an act of omission, decision, or act. Aura Norfolk LTD understands a complaint to be an expression of dissatisfaction requiring a response, communicated verbally, electronically, or in writing. The policy will be followed for any dissatisfaction with the service, as it can be difficult to separate a complaint from a concern. Complaints raised by staff relating to themselves will be addressed via the grievance process, or via the Whistleblowing Policy if a protected disclosure is made.

Who Can Complain?

A complaint can be made by:

  • Service Users.

  • Someone acting on behalf of Service Users and with their written consent, such as an advocate, relative, or Member of Parliament.

  • Someone acting on behalf of Service Users who are unable to represent his or her own interests, provided this does not conflict with the Service User's right to confidentiality or a previously expressed wish of the Service User.

How to Complain (Procedure)

  1. Submission and Time Limits: Complaints can be received verbally or in writing. They should be submitted within 12 months of the incident or concern arising. The time limit may be waived at the discretion of the service manager if it is still practical to investigate and the complainant can demonstrate reasonable cause for the delay.

  2. Immediate Resolution (Step 1): Staff will first attempt to resolve the complaint immediately to the complainant's satisfaction.

  3. Logging (Step 3): Staff will report the complaint to the most senior member of staff on duty, and the complaint will be logged.

  4. Acknowledgement (Step 4): Formal acknowledgement of all complaints (verbal or written) will be sent within 3 working days. The acknowledgement will include:

    • An invitation to meet and discuss the complaint.

    • Who will be investigating the complaint.

    • How the investigation will be handled, and what it will focus on.

    • A time limit for the investigation (should be 28 days, with notification if it takes longer).

    • The complaints procedure and contact details of bodies that can be accessed if dissatisfied with the outcome.

  5. Investigation: Investigations will be managed by: investigating facts, assessing evidence, reviewing records, and interviewing those involved. The investigation must be undertaken by a staff member with the necessary knowledge, experience, and seniority.

  6. Response Letter (Step 5): Following the investigation, a response letter will be sent including:

    • A summary of the issue.

    • Details of evidence consulted.

    • A clear presentation of findings for each issue.

    • A conclusion stating whether the issue is 'upheld,' 'partially upheld,' or 'not upheld,' or why it is ineligible.

    • An explanation of the outcome and any remedial action or learning points.

    • An apology where shortcomings are found.

    • The complainant's rights to refer to The Local Government and Social Care Ombudsman if not satisfied.

Right to Appeal and Unresolved Complaints

  • Internal Review: If dissatisfied with the outcome or handling, the complainant has the right to appeal. Aura Norfolk LTD will conduct an internal review, investigated by a member of staff who was not the original responder.

  • External Bodies: If the complaint remains unresolved after the appeal process, bodies that can support or need to be informed include:

    1. The Care Quality Commission (CQC).

    2. The Local Government and Social Care Ombudsman (for local authority-funded or self-funded care).

    3. The Parliamentary and Health Service Ombudsman (for NHS-funded care).

    4. Integrated Care Systems.

    5. Local Authority Complaints Teams.

    6. Relevant Professional Bodies (for serious misconduct of a healthcare professional).

Compliments and Suggestions

Aura Norfolk LTD welcomes compliments and suggestions as vital for celebrating success and identifying opportunities for improvement. Compliments are shared with staff and logged as part of a quality assurance programme.

Complaints Officer Information

The main point of contact for the receipt, investigation, and management of complaints is Arlen Figuracion, the Registered Manager.

  • Email: info@theauracare.co.uk

  • Address: Great Yarmouth, Norfolk, UK

  • Telephone: 0203 916 2873 (AURA)