Complaints and Concerns Policy

Regulation 16: Receiving and acting on complaints

Part 1: Our Promise to You

At Peninsula Care Homes, we are committed to creating environments where people feel safe, valued and listened to. We recognise that sometimes things may not go as expected, and when this happens, it is important that people feel able to speak up.

We actively welcome concerns, comments and complaints from people living in our homes, their families, visitors and our staff. We see feedback as a vital part of how we learn, grow and improve the experiences we provide.

We will always take concerns seriously and respond with openness, respect and kindness. Our approach is not about blame, but about understanding what has happened, putting things right where we can, and learning from the experience.

We will make it easy for people to raise concerns in a way that suits them. Information about how to do this is available in our homes and can be provided in a format that meets individual needs.

When a concern or complaint is raised, we will:

  • Listen carefully and take the time to understand what matters to you
  • Respond promptly and keep you informed
  • Be honest and transparent in our communication
  • Apologise where something has gone wrong
  • Take action to resolve the issue wherever possible
  • Use what we learn to improve our services 

We recognise that some concerns may relate to more serious matters such as safety, safeguarding or poor practice. In these situations, we will ensure the appropriate processes are followed, including safeguarding procedures or whistleblowing where required.

We are committed to ensuring that people who raise concerns are treated fairly and are not disadvantaged in any way for doing so.

If you are not satisfied with how your concern has been handled, you have the right to take your complaint further, and we will support you to do this.

This policy supports our responsibilities under:

  • CQC Regulation 16 – Receiving and Acting on Complaints
  • Duty of Candour (Regulation 20) 

Most importantly, it reflects our values: Committed, Ambitious, Responsible and Embracing 

Part 2: What to Expect 

  • Raising a Concern

We understand that raising a concern can sometimes feel difficult. You can speak to any member of staff, the Home Manager, or contact Central Office. Concerns can be raised in person, by telephone, by email or in writing.

Many concerns can be resolved quickly through a conversation, and we will always try to do this wherever possible.

If the concern cannot be resolved straight away, or if you would prefer, it will be treated as a formal complaint.

  • Acknowledging Your Complaint

Once a formal complaint is received, we will acknowledge it within three working days. At this stage, we may contact you to make sure we fully understand your concerns and what you would like to happen as a result.

  • Understanding and Investigating

Your complaint will be investigated by an appropriate senior person, usually the Home Manager or a member of the senior team. If the complaint relates to the Home Manager, it will be handled by a more senior manager or director.

The investigation may involve speaking with staff, reviewing records and, where helpful, meeting with you to talk through your concerns in more detail.

Our aim is to understand what has happened in a fair and balanced way.

  • Keeping You Updated

We aim to complete our investigation within 14 days and provide a full response within 28 days.

If the matter is more complex and takes longer, we will keep you informed and explain why there is a delay. We believe it is important that you are not left wondering what is happening.

  • Our Response

When we respond, we will explain:

  • What we have found
  • What actions we have taken or will take
  • Any changes we will make as a result 

Where something has gone wrong, we will apologise openly. An apology is part of being honest and transparent and does not mean that anyone is admitting liability.

  • If You Remain Unhappy

If you are not satisfied with our response, you can ask for the complaint to be reviewed by a more senior member of the organisation. We ask you to do this within 20 days of receiving our response.

You also have the right to take your complaint outside of the organisation.

Depending on how care is funded, this may include:

  • The Local Authority
  • The Local Government and Social Care Ombudsman 

The Ombudsman provides an independent service and can be contacted on 0300 061 0614 or via their website.

The Care Quality Commission (CQC) does not investigate individual complaints but welcomes feedback about services, which helps inform how they regulate providers 

  • Complaints Made on Someone Else’s Behalf

If a complaint is raised on behalf of a resident, we will usually need their consent before sharing information. Where a person does not have capacity, we will act in line with the Mental Capacity Act and ensure the complaint is being made in their best interests 

  • Concerns Raised by Staff

If a concern is raised by a member of staff about unsafe or poor practice, this may be managed under the Whistleblowing Policy. This ensures that serious concerns can be raised safely and appropriately.

If the concern relates to employment matters, the Grievance Policy should be used.

  • Learning and Improvement

All complaints are recorded and reviewed so that we can identify patterns, trends and opportunities to improve.

We regularly reflect on feedback across our homes to ensure that learning is shared and that improvements are embedded in practice.

  • Our Approach

We believe that most concerns can be resolved through open, honest and respectful conversations. Our aim is always to work with people to find a resolution that feels fair and meaningful.

Above all, we want people to feel heard.

Related Guidance

Training Statement

All staff, during induction, are made aware of the organisation's policies and procedures, all of which are used for training updates. All policies and procedures are reviewed and amended where necessary and staff are made aware of any changes. Observations are undertaken to check skills and competencies. Various methods of training are used including one-to-one, online, workbook, group meetings, individual supervision and external courses are sourced as required. 

Date Reviewed: April 2026
Person responsible for updating this policy: Director of Operations
Next Review Date: April 2027

Appendix One

How to raise a concern

We encourage you to speak to someone you trust within the organisation.

You can raise your concern:

  • in person
  • by telephone
  • or in writing.

In most situations, this will be with:

Step 1 –  Home Manager

If this is not appropriate, or you do not feel able to speak to them, you can contact:

Step 2 –  Operations Manager or Human Resources

If your concern involves senior management, or you feel uncomfortable raising it through the above routes, you may contact:

Step 3 – The Managing Director

You do not need to prove your concern.
However, it is helpful if you can explain:

  • what has happened (or is happening)
  • where and when it occurred
  • who is involved
  • and why you are worried.