LEGISLATION AND GUIDANCE:

Carter Care Solutions Ltd provides support for children and young people via supportworkers. However, we are not required to register with Of sted, as we do not deliver
regulated activities. Our complaints procedure is guided by the Children Act 1989, Working Together to Safeguard Children, the Consumer Rights Act 2015, The Equality
Act 2010 and the local safeguarding and contractual duties. We ensure that all concerns are handled fairly, transparently and in the interests of children and young
people. Complaints about regulated care providers should be escalated by staff to managers within the care provider organisation and if not satisfied then to directors
and then to Ofsted. Carter Care Solutions Ltd is committed to supporting its staff within any complaint as appropriate.

PURPOSE

To ensure children and young people, providers and professionals can raise concerns safely and receive clear and timely responses to any complaint raised. mHOW COMPLAINTS CAN BE MADE
• Verbally, in writing, or by email
• By the provider, child or young person, professional or representative
• Anonymous complaints are accepted and reviewed where appropriate and possible.

PRINCIPLES:

Carter Care Solutions Ltd believes that providers children, and young people possess a fundamental entitlement to have their opinions acknowledged and considered in the evolution of services. These opinions may take the form of complaints about service delivery, constructive suggestions for service enhancement, or compliments about exemplary service execution. All comments, compliments, and complaints provide essential feedback for shaping future policies, planning, and service development. They facilitate the identification of successful and valued aspects of the service, as well as any areas requiring improvement. Your feedback is crucial for us to replicate successes and rectify shortcomings.

SCOPE

For the purposes of this policy ‘staff’ refers to all individuals providing services through Carter Care Solutions Ltd, including self-employed support workers operating under contact.

WHO CAN PROVIDE COMMENTS, COMPLIMENTS, OR LODGE COMPLAINTS?

Any individual associated with Carter Care Solutions Ltd—whether a staff member, provider, professional, children or young person or a family member, provider or other
involved party—is entitled to provide feedback on the quality of services, whether positive or negative. In the case of children and young people, a provider, staff member, relative, or friend may act on their behalf. Feedback may pertain to communication quality, staff conduct, decision-making processes, support for children and young people, or the quality of care provided in the care home environment. For urgent matters such as Child Protection issues, allegations, or incidents involving a child’s health and safety, please contact our office. Calls outside office hours will be directed to director of Carter Care Solutions Ltd.

STAGE 1 – INFORMAL STAGE:

It is hoped that most concerns can be resolved through direct communication with the relevant person or their immediate manager. This informal approach is encouraged as the initial route for resolving issues. Staff and any other party citing a complaint are encouraged to discuss any complaints with and attempt to resolve matters informally, except in urgent cases.

STAGE 2 – FORMAL INVESTIGATION:

If an individual remains dissatisfied with the informal resolution or wishes to lodge a formal complaint with Carter Care Solutions Ltd, they may do so at any time by contacting the dicrector, who serves as the Complaints Officer at the address provided below. Complaints can be lodged via telephone or in writing.

The Complaints Officer- Amanda Carter (Director)
210 Rockingham Road
Kettering
England
NN16 9AH
Tel: 07800601999
Email: Cartercaresolutions@gmail.com

Receipt of the complaint will be acknowledged within 3 working days, investigate the concern objectively and provide a written response within 20 working days unless
extended by mutual agreement with the complainant.

ESCALATION

If the complainant is dissatisfied with the outcome, the may refer the matter to the commissioning organization (e.g. the provider or Local Authority or Ofsted) if applicable.

SAFEGUARDING CONCERNS

Any complaint that indicates that a child or young person may be at risk from harm is treated as a safeguarding matter and will be referred immediately to the Local Authority under Working Together to Safeguard Children legislation.

RECORDING AND MONITORING

All complaints are logged, reviews and monitored to identify learning and improve service quality.

SUPPORT FOR CHILDREN AND YOUNG PEOPLE

Children and young people may be supported by a trusted adult or advocate when raising concerns or making a complaint.

OFSTED:

Any staff member, child & young person, professional or provider directly contact the regulatory body, Ofsted, regarding any complaint or allegation concerning service
standards within care environments. Carter Care Solutions Ltd will fully cooperate with any investigations conducted by Ofsted.

OFSTED CONTACT DETAILS:

Piccadilly Gate, Store Street Manchester
M1 2WD
Greater Manchester
Phone: 0300 123 1231

REMEDIES:

In cases where mistakes are made, Carter Care Solutions Ltd will apologise and take practical steps to rectify the situation. The complainant may be asked to suggest
measures for resolution. Efforts will be made to restore the complainant to the position they would have been in had the mistake not occurred. Steps will also be taken to
prevent recurrence of the mistake.

For example, measures may include:

• Providing or adjusting a service for the complainant
• Providing explanations or additional information
• Reviewing service user literature (leaflets, website, posters, etc.)
• Reviewing provider policies or procedures
• Arranging training or guidance for employees

MONITORING AND QUALITY ASSURANCE:

All complaints, representations, and allegations against staff are monitored by the director of Carter Care Solutions Ltd. and are annually evaluated to inform future
service provision. Comments and compliments are also compiled, analysed, and shared with staff and providers as appropriate.

WHISTLE BLOWING:

Carter Care Solutions Ltd maintains a Whistle Blowing Policy outlining procedures for reporting any circumstances within the agency believed to significantly endanger the safety, rights, or welfare of children. Carter Care Solutions Ltd promotes transparency and encourages staff, children and young people, professionals, providers and any other relevant person to seek advice from external organisations if dissatisfied with the response to any serious complaint.

RELATED POLICIES

The following policies support and complement our complaints procedure. Staff and service users should refer to these documents as appropriate:

• Safeguarding Policy: Procedures for protecting children and young people from harm.
• Whistleblowing policy: Guidance of reporting serious concerns or malpractice
• Equality and Diversity Policy: Commitment to fair and non-discriminatory treatment.
• Health and Safety Policy: Ensuring a safe environment for all
• GDPR/Data Protection Policy: Handling and protection of all personal information.
• Social Media Policy: Standards of online conduct and confidentiality
• Other relevant policies as required.