TRUST Complaints Policy
Introduction
The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, Regulation 16: Receiving and Acting on Complaints, requires care providers to have an effective system to identify, receive, handle and respond appropriately to complaints and comments made by clients, or persons acting on their behalf, and others involved with the service.
Regulation 16 is one of the fundamental standards with which providers must comply to meet their registration requirements. It states the following.
Any complaint received must be investigated and necessary and proportionate action must be taken in response to any failure identified by the complaint or investigation.
The registered person must establish and operate effectively an accessible system for identifying, receiving, recording, handling and responding to complaints by service users and other persons in relation to the carrying on of the regulated activity.
The registered person must provide to the CQC, when requested to do so and by no later than 28 days beginning on the day after receipt of the request, a summary of:
1. Complaints made under such complaints system
2. Responses made by the registered person to such complaints and any further correspondence with the complainants in relation to such complaints
3. Any other relevant information in relation to such complaints as the Commission may request.
The person to whom complaints should be made to is:
Name: Shiva JAMWAL
Position: Director
Tel: 07766436808
Email: shiva.jamwal@trusttelerehab.com
At Tele Rehab Limited, we are committed to providing high-quality care. If you are unhappy with
any aspect of our service, we encourage you to raise your concerns as soon as possible.
In the first instance, complaints should be directed to the Complaints Lead, who will acknowledge and investigate your concerns promptly and fairly.
To be compliant with CQC regulation, Tele-Rehab Ltd will:
1. Bring the complaints system to the attention of clients and people acting on their behalf in a suitable manner and format.
2. Facilitate the making of complaints when one is being made.
3. Acknowledge and investigate all verbal and written complaints and (where relevant), work with other services where the complaint is of a joint nature to address the issues raised.
4. Ensure that clients have access to and the help of an independent advocacy service, which they might need to make a complaint where they lack the capacity or means to make the complaint without such assistance; an advocate can assist the person at all stages in the complaints process (see also the separate policy on Advocacy).
Where appropriate, Tele-Rehab Ltd will also refer users to the leaflet published by the Care Quality Commission (CQC), How to Complain About a Health or Social Care Service.
Tele-Rehab Ltd works on the principle that if a client or anyone who acts in their best interests wishes to make a complaint or register a concern, they should find it easy to do so. It is the Company’s policy to welcome complaints and look upon them as an opportunity to learn, adapt, improve and provide better services. This policy is intended to ensure that complaints are dealt with properly and that all complaints or comments by service users and their relatives and carers are taken seriously.
The policy is not designed to apportion blame, to consider the possibility of negligence or to provide compensation. It is not the same as the disciplinary policy. However, Tele-Rehab Ltd understands that failure to listen to or acknowledge complaints could lead to an aggravation of problems, client dissatisfaction and possible litigation.
Tele-Rehab Ltd supports the principle that most complaints, if dealt with early, openly and honestly, can be sorted at a local level, i.e. between the complainant and the company. If this fails due to the complainant being dissatisfied with the result, Tele-Rehab Ltd respects the right of the complainant to take the complaint to the next stage by seeking a review with the relevant reviewing body of how the complaint was addressed.
The aim is always to make sure that the complaints procedure is properly and effectively implemented and that clients feel confident that their complaints and worries are listened to and acted upon promptly and fairly.
Tele-Rehab Ltd has an established Client Feedback Process in which clients are contacted on an ongoing basis to establish their level of satisfaction with the care they are receiving from the company. All responses are electronically recorded.
Principles of Complaints Handling
Clients, their representatives and carers are always made aware of how to complain by having copies of the complaint’s policy included in the information given to clients and the complaints procedure explained to them at the initial needs assessment in line with their communication needs.
Complaints are dealt with promptly, fairly and sensitively with due regard to the upset and worry that they can cause to clients and those against whom the complaint has been made.
Anonymous complaints will always be investigated fairly, considering the nature of the complaint and lessons learned throughout the company.
Tele-Rehab Ltd recognises national guidance on complaints’ handling, which uses these models:
1. Local resolution.
2. Complaints review.
3. Independent external adjudication.
Step-by-Step Guide to Handling Complaints
1. How to Make a Complaint
• Complaints can be submitted verbally, in writing (letter or email), or via the feedback form provided in the policy. Clients, relatives, and advocates are all eligible to make a complaint.
2. Acknowledging the Complaint
• All complaints will be acknowledged in writing (email or letter) within one working day.
• The acknowledgement will confirm receipt, outline the next steps, provide contact details for the lead person handling the complaint, and give an estimated timeline for resolution.
3. Investigating the Complaint
• The designated Complaints Lead (Shiva Jamwal) will investigate the complaint independently and fairly and would take a lead for clinical matters
• They would be assisted by another director (Jane Bishop) if the matter is more administrative: against another director, or concerns e.g. about billing, loss of data or data protection.
• The directors will not investigate any complaint against them personally. In such cases Tele-Rehab Ltd would refer the matter to an external body that would be independent of Tele-Rehab Ltd.
• All relevant parties will be interviewed, and records reviewed as needed.
• The investigation will be completed within 14 working days, unless more time is required (in which case, the complainant will be informed and given reasons).
4. Decision and Outcome
• A written response will be provided, summarising the findings, any actions taken, and the rationale for the decision
• Where a complaint is upheld, clear steps for remedy or improvement will be outlined.
5. Appeals and Escalation
• If the complainant is dissatisfied with the outcome, they may request an internal review by a senior manager not previously involved
• Further, unresolved complaints may be escalated to external bodies such as the Care Quality Commission (CQC), the Ombudsman or ISCAS (which provides an independent review of complaints about private healthcare services). Contact information for these bodies are as below.
6. Resolution and Follow-Up
• Feedback will be sought to ensure the complainant feels the issue was handled appropriately.
• Themes and lessons learned will be reviewed by management for service improvement.
Care Quality Commission
Tel: 03000 616161
https://www.cqc.org.uk/contact-us/how-complain/complain-about-service-or-provider
Local Government and Social Care Ombudsman
Tel: 0300 061 0614
https://www.lgo.org.uk/information-centre/news/2018/nov/social-care-pressures-reflected-in-ombudsman-s-annual-review-of-complaints
Independent Healthcare Sector Complaints Adjudication Service
Tel 02075366091
Complaints received about any aspect of the performance of any staff members supplied by Tele-Rehab Ltd will be notified to the employee promptly and fully and we will work with the client and the clinician in a partnership approach in an effort to resolve any issues.
Tele-Rehab Ltd reserves the right to remove any staff member from a client’s package of care if it is deemed necessary by either the client or the company.
Accessibility
Tele-Rehab Ltd ensures that the complaints process is accessible for those with disabilities or language barriers, with our complaints form offered in large print, translation and easy-read versions on request.
Support for Staff Involved in Complaints
We recognise that being the subject of a complaint can be stressful and upsetting. As part of our commitment to a fair and transparent process, staff involved in a complaint will receive the following support:
1. Notification and Clarity of the Allegation
• Staff will be informed promptly and in writing if a complaint is made about them, including a clear summary of the concerns raised
• They will be advised of the process that will be followed and the anticipated timescales.
2. Right to Respond
• Staff will have a fair opportunity to explain their version of events and provide evidence or witnesses as part of the investigation.
3. Accompaniment and Representation
• During any formal meetings or interviews relating to the complaint, staff may be accompanied by a colleague, trade union representative, or other workplace representative.
4. Confidentiality
• All complaints will be handled sensitively. Information will be shared only with those directly involved in investigating or resolving the matter.
5. Wellbeing and Emotional Support
• Staff will have access to wellbeing resources, with support from another senior team member in the company or a chosen independent person, for confidential advice and emotional support
• Where needed, temporary adjustments to duties may be made while the complaint is investigated.
6. Fair Treatment and Non Retaliation
• No disciplinary action will be taken until the complaint has been investigated in full and conclusions reached
• Staff will not be treated less favourably or be subject to retaliation for being the subject of a complaint.
7. Feedback on Outcome
• Once the investigation is complete, the staff member will be informed of the outcome and any actions or learning points relevant to them.
Why this is important – it:
• Protects staff welfare and reduces anxiety during investigations
• Ensures fairness – investigations focus on facts, not assumptions
• Demonstrates impartiality to both employees and clients
• Supports legal compliance with employment law and the ACAS Code of Practice.
Training
All staff must be familiar with and confident in applying this policy. To ensure this:
1. Induction Training
• All new staff will receive training on the Complaints Policy during their induction, including:
• How to recognise a complaint.
• How to respond to verbal, written, and electronic complaints.
• The importance of acting promptly and recording details accurately.
• Their role in maintaining confidentiality and impartiality.
2. Refresher Training
• All staff will receive refresher training on the Complaints Policy at least annually, or sooner if there are regulatory changes or after a significant learning event.
3. Practical Scenarios & Role Play
• Training will include real-life scenarios to practise:
• De escalating an upset or angry complainant.
• Handling complaints involving safeguarding issues.
• Supporting vulnerable complainants who use advocacy services.
4. Support for Managers & Investigators
• Team leaders and managers will be trained in:
• Conducting impartial investigations.
• Interviewing witnesses.
• Writing clear investigation reports.
• Identifying themes and systemic issues from complaints.
5. Accessible Resources
• A copy of the Complaints Policy will be accessible to all employees on the company shared drive.
• Staff will be shown where to find templates (e.g., complaint forms, acknowledgement letters).
6. Competency Checks
• Understanding of this policy will be tested informally during supervision or team meetings. Managers will address any gaps in knowledge.
The importance of lessons learned from dealing with complaints and sharing information with the team at Tele-Rehab Ltd is crucial in fostering continuous improvement and transparency.
This policy applies to the following people in our organisation All Staff, Contractors, Volunteers, and Service Users
Policy Written by Dr Anba Soopramanien
Director
Date Policy written 4 February 2026
Due for Review 4 February 2027
Who has or can give authority to change policy Board of Directors
Where is this policy kept On the companies shared drive.
Date Reviewer Version Date for Next Review Date of recirculation
See our Comments Compliments Complaints form as below.
COMMENTS COMPLIMENTS/ COMPLAINTS FORM
We work hard to try and give you the service you need and the best way of doing this is listening to you when we get things right – or wrong.
What you should use this form for:
• If you have any comments or compliments about our services.
• If you think we have done something wrong.
• If we don’t get it right for you.
Please fill out this form and return to shiva.jamwal@trusttelerehab.com
| Which service do you want to tell us about? |
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| What would you like us to do?
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| Have you contacted us before about this? If so, please tell us who you told and when. |
What happens next?
You will receive a response within one working day.
If your feedback is related to a complaint, Tele-Rehab Ltd will contact you and talk through how your complaint will be looked into. If you need some help to get your complaint heard, we will ask someone to speak for you and explain your wishes and feelings. This person is called an advocate. If you prefer, you can arrange to be supported by a friend or a relative.
You will receive an answer to your complaint within 24 hours informing you what we will be doing about it.
Our Contact Details
Name: Mrs Shiva Jamwal
Tel:07766436808
Email: shiva.jamwal@trusttelerehab.com
The General Data Protection Regulation
We will use the information you provide to handle your complaint in line with the company’s complaints policy. We may share this information with other organisations which may include independent external investigators, where necessary. We will only share your information if this is part of solving your complaint. More information on how we handle personal information and your rights under the data protection legislation can be found in our privacy notice.
