3.1 Describe how to respond to complaints

Qualification: Level 3 Diploma in Adult Care
Unit: Duty of Care in Care Settings
Learning outcome: 3. Know how to respond to complaints
Assessment criteria: 3.1 Describe how to respond to complaints

  • All complaints should be taken seriously
  • You should follow your organisation’s complaints policy and procedures
  • You should explain to the complainant what will happen and the timescales
  • You should listen intently to the complaint with compassion and empathy
  • You should record everything that is discussed

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