3.2 Explain policies and procedures relating to the handling of 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: 3.2 Explain policies and procedures relating to the handling of complaints

  • The complaints policy and procedure should detail how complaints are handled,who is responsible for dealing with them and the timescales involved
  • There will usually be a set timescale between when the complaint is made and when action is taken
  • This gives time for a senior member of staff to gather information and investigate the complaint
  • The investigator will report their findings to the complainant and discuss what will happen next
  • Service providers must be open and transparent and adhere to their duty of candour
  • The complainant should be given the opportunity to appeal if they do not agree with the investigator’s findings

Report a problem or provide feedback about this page

    Find your way to more STUDYBULLETS...

    Study Bullets ⇒ Level 3 Diploma in Adult Care ⇒ Duty of Care in Care Settings ⇒ 3.2 Explain policies and procedures relating to the handling of complaints