A complaint is any expression of dissatisfaction that requires a response, whether made verbally, electronically, or in writing. Aura Norfolk LTD treats all complaints seriously and follows its complaints policy to ensure concerns are addressed fairly and promptly.

• Service Users & Representatives: Complaints about services are handled through the formal complaints process.

• Staff Concerns: Issues raised by staff are managed through the grievance procedure or, where appropriate, the Freedom to Speak Up and Whistleblowing Policy.

Our Commitment: Whether from service users or staff, every concern is acknowledged and addressed with respect, transparency, and accountability

Complaints & Feedback Policy

At Aura Norfolk LTD, we value your voice. Complaints, concerns, compliments, and suggestions are all important to us because they help improve the quality of care and services we provide.

Time Limits for Complaints

Complaints should normally be made within 12 months of the incident or concern. In certain cases, this time limit may be waived if it is still practical to investigate and there is a valid reason for the delay. Decisions to extend the timeframe are at the discretion of the service manager.

Complaints Procedure

When a complaint is raised, Aura Norfolk LTD follows a structured process to ensure fairness and transparency:

• Immediate Action: Staff will try to resolve the issue straight away, offering an apology and explaining the process.

• Logging: The complaint is reported to the senior staff member on duty and formally recorded.

• Acknowledgement: Within 3 working days, a formal acknowledgement is sent. This includes:

1. An invitation to discuss the complaint.

2. Details of who will investigate and how.

3. The expected timeframe (normally 28 days).

4. Information on how to escalate if dissatisfied.

Our Commitment: Every complaint is handled promptly, respectfully, and with clear communication throughout the process.

• Making a Complaint: 

  Complaints can be made verbally, in writing, or electronically. We aim to resolve issues quickly, with formal acknowledgement sent within 3 working days and a full investigation completed within 28 days.

• Who Can Complain: 

  Service Users, their families, advocates, or representatives are welcome to speak up on their behalf.

  An individual authorized to act on behalf of a Service User, with their written consent—this may include an advocate, a family member, or a Member of Parliament.

• Process:

  Every complaint is logged, investigated thoroughly, and responded to with clear findings, outcomes, and, where necessary, an apology. If you’re not satisfied, you have the right to appeal and request an internal review.

• External Support: 

  If issues remain unresolved, you may contact external bodies such as the Care Quality Commission, Local Government and Social Care Ombudsman, or other relevant authorities.

• Your Rights: 

  You can raise concerns without fear of reprisal. All feedback is treated with respect, compassion, and in line with accessibility standards.

• Compliments & Suggestions:

  We welcome positive feedback and ideas for improvement. Compliments are shared with staff, while suggestions are reviewed to help shape better practices.

Our Commitment: Every piece of feedback—whether a complaint, concern, or compliment—is an opportunity to learn, grow, and deliver the highest quality of care.

What Happens After a Complaint?

Once a complaint is formally acknowledged, Aura Norfolk LTD follows a structured process to ensure fairness and transparency:

• Investigation: A senior, experienced staff member will review facts, evidence, records, and interview those involved. Any failures identified will be addressed promptly.

• Response Letter: After the investigation, a written response is sent outlining:

  1. The complainant’s concerns.

  2. Evidence reviewed and findings.

  3. Whether the complaint is upheld, partially upheld, or not upheld.

  4. Any actions or learning points, plus an apology if failings are found.

  5. Guidance on next steps if dissatisfied, including referral to the Ombudsman.

• Closure: The complaint is closed once the complainant confirms satisfaction with the outcome.

• Complaints Log: All complaints are recorded, including subject, outcome, delays, and date of response, to ensure accountability and continuous improvement.

If You’re Still Unsatisfied

If you are not satisfied with the response or how your complaint was handled, you have the right to appeal Aura Norfolk LTD’s decision.

Appeal and Internal Review:

• Once an appeal is submitted, Aura Norfolk LTD will carry out an internal review of the complaint process.

• This review will be conducted by a senior staff member who was not involved in the original investigation.

  Grounds for appeal may include:

1. Believing the decision was incorrect.

2. Concerns about how the complaint was investigated (e.g., insufficient review, misunderstanding, or misinterpretation of evidence).

3. New evidence or information that could affect the outcome.

4. Feeling the decision was unfair or unreasonable.

• Our Commitment: Appeals are handled independently to ensure fairness, transparency, and confidence in the process.

Unresolved Complaints

If a complaint remains unresolved after Aura Norfolk LTD’s process and appeal, service users can seek support from external bodies, including:

• Care Quality Commission (CQC): Monitors concerns but does not investigate individual cases.

• Local Government and Social Care Ombudsman: For users receiving local authority-funded or self-funded social care.

• Parliamentary and Health Service Ombudsman: For users funded by the NHS.

• Integrated Care Systems: For complaints about health services, raised with the commissioner.

• Local Authority Complaints Teams: For adult social care concerns, regardless of funding.

• Professional Bodies: For cases involving serious misconduct by healthcare professionals.

Aura Norfolk LTD will assist service users in contacting the appropriate body or provide support through an independent advocate.

Your Rights

At Aura Norfolk LTD, every Service User has the right to:

• Raise a complaint without fear of reprisal and be treated with courtesy, respect, and compassion.

• Receive information and feedback in an accessible format they can understand.

• Confidently share concerns, suggestions, or compliments.

• Expect a single, coordinated response when services involve more than one organization.

• Appeal a decision if dissatisfied with the outcome or how the complaint was handled.

Our Promise: We ensure all voices are heard, respected, and acted upon with fairness and transparency.

Your Feedback Matters

At Aura Norfolk LTD, feedback—whether a complaint, suggestion, or compliment—is essential to improving the quality of our services.

• Compliments & Suggestions: We celebrate positive feedback by sharing it with staff and recording it as part of our quality assurance programme. Suggestions are carefully considered and can lead to meaningful improvements in practice.

• Learning from Feedback: All complaints and suggestions are addressed promptly and thoroughly. Lessons learned are used to strengthen service delivery, while staff are encouraged to reflect and grow from feedback.

• Continuous Improvement: Feedback from Service Users and their representatives is discussed with managers, shared with care workers, and reviewed through audits to ensure accountability and ongoing quality care.

Our Promise: Every voice matters. Your feedback helps us celebrate success, drive improvement, and deliver better care.