Investigating, responding, and keeping people informed

When a complaint is being handled formally, people should see evidence of action. Effective complaint handling requires checking records, speaking with staff, establishing the sequence of events, and informing the complainant if a response will take longer than expected.

What care staff may be asked to do

• Provide a factual account: describe what you did, saw, said, and recorded.
• Do not alter records: never rewrite notes to make events look better after a complaint has been raised.
• Cooperate with the investigation: answer questions honestly and promptly.
• Maintain confidentiality: do not gossip about the complaint with colleagues or other residents.
• Keep normal care professional: complainants must not be treated less favourably because they complained.

The person making the complaint should be kept informed of progress. CQC guidance in England states complainants must not be victimised and should be told how to proceed if they remain dissatisfied. The home's complaint procedure should set out internal timescales and the correct regulator or ombudsman signposting for the country and funding arrangement.

For managers and complaint leads

Silence during a complaint investigation often causes additional damage. Good complaint handling includes updates, continuity, and honest explanation when timescales slip.