Cookie Policy
1. Purpose
Falcon Greencare is committed to providing high-quality, safe, and responsive services. We recognise that complaints, concerns, and feedback are valuable opportunities to improve our service. This policy sets out how complaints will be handled fairly, promptly, and transparently, in line with Care Quality Commission (CQC) Fundamental Standards and best practice guidance.
2. Scope
This policy applies to:
- All service users receiving care from Falcon Greencare staff
- Relatives, representatives, and advocates
- All nurses and healthcare assistants supplied by Falcon Greencare
- All complaints relating to Falcon Greencare services or staff
3. Policy Statement
Falcon Greencare encourages feedback, compliments, concerns, and complaints. All complaints will be taken seriously, investigated appropriately, and used to improve service quality. No individual will be treated unfairly or disadvantaged as a result of raising a complaint.
4. What is a Complaint?
A complaint is any expression of dissatisfaction, whether justified or not, about the service provided by Falcon Greencare or the conduct of its staff.
5. How to Make a Complaint
Complaints may be made:
- Verbally or in writing
- By service users, relatives, or representatives
- Directly to Falcon Greencare or via the care placement
Complaints can be made by:
- Letter
- Telephone
- In person
Support will be offered to individuals who require assistance to raise a complaint.
6. Informal Resolution
Where possible, concerns will be addressed promptly and informally by the placement or Falcon Greencare management. Many issues can be resolved quickly through discussion and clarification.
7. Formal Complaints Procedure
Where possible, concerns will be addressed promptly and informally by the placement or Falcon Greencare management. Many issues can be resolved quickly through discussion and clarification.
7.1 Acknowledgement
- All formal complaints will be acknowledged within 3 working days
- The complainant will be informed of the process and expected timescales
7.2 Investigation
- Complaints will be investigated fairly and objectively
- Relevant staff may be interviewed and records reviewed
- Confidentiality will be maintained throughout the process
7.3 Response
- A written response will be provided within 28 days, or an update given if more time is required
- The response will include findings, actions taken, and any learning identified
8. Complaints About Agency Staff
- Complaints involving Falcon Greencare staff will be investigated in collaboration with the placement
- Staff may be removed from placement while investigations are ongoing if required
- Appropriate action will be taken where concerns are upheld
9. Safeguarding and Serious Concerns
- Complaints that raise safeguarding concerns will be escalated immediately
- Safeguarding procedures will take precedence over this policy where required
10. Duty of Candour
- Falcon Greencare will act openly and honestly when things go wrong
- Apologies and explanations will be provided where harm has occurred
- The Duty of Candour will be followed in line with legal requirements
11. Escalation
If the complainant is not satisfied with the outcome, they may escalate their complaint to:
Care Quality Commission (CQC)
CQC does not investigate complaints but uses information to monitor services.
Local Authority / Commissioner (where applicable)
12. Confidentiality and Data Protection
- All complaints will be handled sensitively and confidentially
- Information will be shared only on a need-to-know basis
- Data protection legislation will be adhered to at all times
13. Learning and Improvement
- All complaints and feedback will be reviewed to identify trends and learning
- Actions will be taken to improve services and prevent recurrence
- Learning outcomes will be shared with staff where appropriate
14. Training and Awareness
- Staff will receive guidance on responding to concerns and complaints
- Staff must cooperate fully with complaint investigations
15. Monitoring and Review
- This policy will be reviewed annually or sooner if guidance or legislation changes
- Complaints data will inform audits and service improvements
16. Related Policies and Guidance
Date written: 27/2/2026
To be reviewed: 27/02/2027
