Resources for care providers
Below are some resources to help with good complaint handling in your organisation. This includes guidance, template letters and a model complaint procedure.
Template procedures and signposting guides
Template complaint procedure - a ready written document to adapt (DOC)
How to handle complaints - guidance and template letters
How to... guides
How to write a decision letter (PDF)
Template letters to adapt
Training for care providers
Our Online Effective Complaint Handling Training is a practical interactive workshop for councils and care providers that helps participants develop their complaint handling skills.
Our in-house and open courses are aimed at staff dealing with complaints at the higher stages of the process, such as managers and corporate complaints officers, and staff who investigate and make decisions about complaints. For more information, visit the Training page.
See also: Adult social care annual complaint reviews - the state of adult social care complaints, including our statistics for care providers and councils