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Complaints Policy

At Stonebridge Communities, we are committed to providing high-quality care and support. We value feedback from clients, families, and other stakeholders, and take all complaints seriously.

This Complaints Policy explains how you can raise a concern or complaint, how we handle complaints, and what you can expect from us during the process.

1. Purpose

  • To ensure that all complaints are handled fairly, promptly, and transparently.
  • To identify areas where we can improve our services.
  • To uphold the trust and confidence of clients, families, staff, and partners.

2. Scope

This policy applies to complaints related to:

  • Clinical care, treatment, or support services.
  • Administrative processes, billing, or financial matters.
  • Staff conduct or professional behaviour.
  • Accessibility, facilities, or communication issues.

It covers complaints made by clients, family members, carers, or other authorised representatives.

3. Principles

  • Fairness: All complaints are treated objectively and respectfully.
  • Confidentiality: Complaints are handled sensitively, and personal information is protected in line with GDPR.
  • Timeliness: We aim to acknowledge complaints promptly and resolve them efficiently.
  • Transparency: Complainants are kept informed about the process and outcomes.
  • Continuous Improvement: Complaints are used as learning opportunities to improve services.

4. How to Make a Complaint

You can raise a complaint via:

Please include:

  • Your name and contact details.
  • Details of the complaint, including dates, locations, and people involved.
  • Any supporting information or documents.

5. Complaint Handling Procedure

  1. Acknowledgement: We will acknowledge receipt of your complaint within 3 working days.
  2. Investigation: The complaint will be reviewed by a designated senior staff member or manager. Relevant staff may be consulted.
  3. Response: We aim to provide a full written response within 20 working days. If additional time is required, we will explain the reason and provide a revised timeline.
  4. Resolution: We will outline any actions taken, corrective measures, or recommendations to prevent recurrence.
  5. Escalation: If you are not satisfied with the outcome, you may request a review by a senior manager or escalate to the appropriate external body (e.g., CQC, ICO, or relevant regulator).

6. Rights of the Complainant

  • You have the right to be heard and treated respectfully.
  • You can be accompanied by a friend, family member, or advocate when raising a complaint.
  • You may withdraw your complaint at any stage, but we may still investigate if there are broader safeguarding or legal concerns.

7. Staff Responsibilities

  • All staff must take complaints seriously and respond professionally.
  • Staff involved in a complaint must provide honest and accurate information.
  • Staff are encouraged to use complaints as a tool for learning and service improvement.

8. Record Keeping

  • All complaints are recorded and securely stored in line with GDPR and our data retention policy.
  • Records include the nature of the complaint, investigation notes, outcomes, and any actions taken.
  • Complaints are regularly reviewed to identify trends and areas for improvement.

9. Contact

If you have questions or need assistance with making a complaint, please contact us:

10. Last Updated

This Complaints Policy was last reviewed and updated on: 6th October 2025