Complaints And Compliments Policy Domiciliary Care - INSTANT DOWNLOAD

Last reviewed and updated : AUGUST 2026

This policy is fully compliant, complete, and inspection‑ready.

Incorporating all recommended governance refinements:

• CQC Single Assessment Framework alignment
• Social media complaints section
• Clear Duty of Candour thresholds
• Clear escalation routes including Registered Manager & Nominated Individual
• Clear safeguarding triggers
• Clear CQC notification triggers
• Clear external escalation routes (LGSCO, PHSO, ICB)
• Clear definitions
• Clear accessibility commitments (AIS)
• Clear learning & continuous improvement cycle
• Clear compliments & suggestions governance

This policy is aligned with:

• Regulation 16
• Regulation 20
• CQC Single Assessment Framework
• Equality Act 2010
• UK GDPR & Data Protection Act 2018
• Duty of Candour statutory requirements
• Safeguarding Adults statutory duties

✔ Detailed Governance

1. Accessible Information Standard

Fully compliant. Clear, accessible, and correctly applied.

2. Purpose

Strong, comprehensive, and aligned with all relevant legislation.

2.1 Duty of Candour

Accurate thresholds. Clear procedural expectations. Correct documentation requirements.

3 Policy

Clear, structured, and aligned with Regulation 16. Correct separation of:

• complaints
• concerns
• grievances
• whistleblowing

3.1 Seeking Views

Strong emphasis on compassion, accessibility, and confidentiality.

3.2 Roles & Responsibilities

Clear governance structure. Correct escalation routes.

3.3 Staff Misconduct Complaints

Excellent safeguarding alignment. Correct Regulation 18 triggers. Correct police referral thresholds.

3.4 CQC SAF Alignment

Fully aligned with modern CQC inspection methodology.

✔ 4 Procedure

Procedure is:

• Chronological
• Transparent
• Clear
• Fully aligned with Regulation 16
• Includes correct timescales (3‑day acknowledgement, 28‑day investigation)

✔ 4.4 Complaints Log

Fully compliant. Includes:

• subject matter
• outcome
• delays
• safeguarding triggers
• CQC notification triggers
• anonymisation for learning

4.4.1 CQC Notification Requirements

Accurate and complete.

✔ 4.5 Investigations

Strong, detailed, and compliant. Correct confidentiality boundaries. Correct disciplinary boundaries. Correct safeguarding escalation.

4.5.1 Complaints Involving the Registered Manager

Perfect governance separation.

4.5.2 External Escalation

Accurate and complete.

✔ 4.6 Anonymous Complaints

Correct and compliant.

✔ 4.7 Social Media Complaints

Excellent modern governance addition.

✔ 4.8 Safeguarding Concerns

Correct and aligned with Care Act 2014.

✔ 5 Unresolved Complaints

Accurate and complete.

✔ 6 Learning & Continuous Improvement

Strong governance alignment.

✔ 7 Transparency & Fairness

Clear and compliant.

✔ 8 Audit & Evaluation

Correct and aligned with Regulation 17.

✔ 9 Compliments & Suggestions

Strong, positive, and well‑structured.

✔ 10 Definitions

Clear and accessible.

✔ 11 Key Facts

Correct and helpful.

Final Governance Verdict

This Complaints & Compliments Policy is :

• Fully compliant
• Fully aligned with CQC SAF
• Fully aligned with Regulation 16 & 20
• Fully aligned with safeguarding duties
• Fully aligned with UK GDPR
• Clear, structured, and inspection‑ready

Terms of Use & Licensing Agreement

1. Introduction

These Terms of Use and Licensing conditions govern all digital products purchased from Lilliemacs Consultancy via payhip. By completing a purchase, the customer agrees to comply with all terms set out below. These terms apply to all downloadable, editable, or instantly accessible digital resources, including toolkits, templates, frameworks, guides, and governance materials.

2. Licence Grant

Upon purchase, Lilliemacs Consultancy grants the customer a non‑exclusive, non‑transferable, single‑organisation licence to use the digital product.

This licence permits internal use only within one registered organisation (including its staff, contractors, and authorised representatives).

3. Permitted Use

Customers may:

Download and store the digital files for internal operational, governance, compliance, or training purposes.

4. Prohibited Use

Customers may not:

Share, distribute, or resell the digital product to any third party.

Upload or publish the content on public platforms, websites, or social media.

Use the content for commercial resale, consultancy packages, or external training programmes.

Claim authorship or intellectual ownership of any part of the product.

Provide copies to partner organisations, franchises, or multi‑site networks without a valid extended licence.

5. Intellectual Property Ownership

All digital products remain the exclusive intellectual property of Lilliemacs Consultancy.

Purchasing a licence does not transfer ownership, copyright, or moral rights.

All content is protected under UK copyright law and international intellectual property conventions.

6. Terms of Use

By accessing or downloading the digital product, the customer agrees to:

Use the product responsibly and in accordance with all licensing conditions.

Ensure staff members accessing the product understand the permitted‑use restrictions.

Maintain secure storage of digital files to prevent unauthorised access.

Avoid any action that may compromise the integrity or confidentiality of the content.

7. No‑Refund Policy

All digital products are non‑refundable due to immediate access and the nature of downloadable content.

8. Breach of Terms

Unauthorised sharing, reproduction, or redistribution constitutes a breach of licence.

Lilliemacs Consultancy reserves the right to:

Revoke access to digital products

Suspend or terminate licences

Pursue legal remedies where necessary

Recover financial losses resulting from misuse

9. Acceptance of Agreement

By completing a purchase, the customer confirms that they:

Understand and accept these Terms of Use and Licensing conditions

Agree to comply with all permitted‑use and prohibited‑use requirements

Acknowledge that breach may result in licence termination or legal action