COMPLAINTS POLICY

1. Introduction

Progressive Recovery Care Group Ltd (PRC) is committed to providing the highest quality care and
services to children and adolescents experiencing neurodiverse and mental health challenges. We
value feedback from our service users, their families, and other stakeholders, as it helps us improve
and maintain the standard of care we offer. This Complaints Policy outlines how we handle
complaints in a fair, transparent, and timely manner.

2. Purpose

The purpose of this Complaints Policy is to ensure that any concerns or complaints raised by service
users, parents, carers, or other stakeholders are dealt with effectively, and in a way that is clear,
respectful, and resolution focused. PRC aims to address complaints promptly, investigate issues
thoroughly, and ensure that lessons are learned, and improvements made.

3. Scope

This policy applies to all services offered by Progressive Recovery Care Group Ltd, including both
remote and face-to-face assessments and treatments provided to children and adolescents
experiencing neurodiverse and mental health challenges.

4. What Is a Complaint?

A complaint is any expression of dissatisfaction or concern about the services we provide, including
but not limited to:

  • Quality of care or treatment.
  • Communication issues (e.g., with staff or regarding appointments).
  • Delays or errors in service delivery.
  • The behaviour or conduct of staff.
  • Accessibility or appropriateness of services.

5. How to Make a Complaint

We encourage anyone with a complaint to contact us as soon as possible. Complaints can be made
in the following ways:

  1. By phone: Call us directly at [Phone Number].
  2. By email: Email your complaint to info@progressiverecoverycare.co.uk  or progressiverecoverycare@gmail.com
  3. In writing: Send a letter to our office at [ Address].
  4. In person: Speak to a member of our team at one of our locations or during a service interaction.
  5. We advise that complaints be made as soon as possible after the issue arises, ideally within 28 days,
    to help us address and resolve the matter efficiently.

6. How We Will Handle Your Complaint

Upon receiving your complaint, PRC will follow a clear process to ensure it is investigated and
resolved in a timely and fair manner:

Acknowledgement: We will acknowledge receipt of your complaint within three working days.

Investigation: We will investigate the complaint thoroughly. This may involve speaking to relevant
staff members, reviewing records, and gathering any necessary information.

Outcome: We will inform you of the outcome of our investigation within fifteen working days. If
more time is needed to investigate, we will inform you of the delay and provide an estimated
timeline for resolution.

Resolution: If the complaint is upheld, we will outline the steps we will take to resolve the issue and
prevent recurrence. If the complaint is not upheld, we will provide a clear explanation of the reasons
why.

7. Appeals Process

If you are not satisfied with the outcome of your complaint, you can request an appeal. The appeal
will be reviewed by a senior manager or director, who was not involved in the original investigation.
You will receive a final response to your appeal within fifteen working days.

8. Support and Advocacy

We recognize that complaints can be difficult to raise, particularly for children, adolescents, and
their families. If you need support in making a complaint, we encourage you to contact an advocate
or support person to assist you in the process. PRC can provide information on available advocacy
services if requested.

9. Confidentiality

We will treat all complaints with the utmost confidentiality. Only those individuals involved in
investigating or resolving the complaint will have access to the details of the complaint. Personal
data will be handled in accordance with data protection laws.

10. Monitoring and Learning from Complaints

We view complaints as an opportunity to improve. All complaints are logged and monitored for
trends, and lessons learned are shared with staff to improve our services. We will regularly review
this Complaints Policy to ensure it remains effective and aligned with best practices.

11. External Review

If you are not satisfied with the outcome of your complaint after following our internal process, you
have the right to contact external organisations such as:

  • The Care Quality Commission (CQC) [ Contact Information].
  • The Parliamentary and Health Service Ombudsman [Ombudsman Contact Information].

12. Conclusion

PRC is committed to resolving complaints fairly and efficiently. We appreciate feedback, as it helps
us to provide better care and support for those we serve. If you have any concerns, please do not
hesitate to contact us. Your voice matters, and we are here to listen.

Contact Details for Complaints

Phone: [Insert Phone Number]
Email: info@progressiverecoverycare.co.uk
Postal Address: [Insert Office Address]
Website: https://progressiverecoverycare.co.uk

Approved By

[Name]
[Position]
Progressive Recovery Care Group Ltd.
Date: [Insert Date]

This Complaints Policy should be reviewed regularly and updated as necessary to ensure it remains
relevant and effective.

For more information, please email us at info@progressiverecoverycare.co.uk