Complaints are reviewed carefully and addressed as quickly as possible to improve our service

Understanding our commitment to you

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STATEMENT

Lilac Heart Homecare is committed to providing high-quality, person-centred care to all our clients. We recognise that sometimes things may go wrong or not meet the expectations of our clients or their families. This Complaints Policy ensures that concerns and complaints are dealt with promptly, fairly, and in a way that improves the quality of our services.

We promote a culture of openness and accountability and welcome complaints as an opportunity to learn and improve.

PURPOSE

Trust · Respect · Inclusion · Commitment · Compassion

From time to time, Lilac Heart may receive complaints from individuals outside the organisation relating to:

  • The quality of service provided
  • The behaviour or conduct of staff members
  • Decisions made by staff members

Such complaints may come from:

  • The individuals we provide support to
  • Relatives of those receiving our services
  • Friends of those in our care
  • Staff from partner organisations (e.g., Local Authorities)
  • Members of the public

This policy is intended solely for the benefit of the groups listed above. Any employee of Lilac Heart Homecare who wishes to raise a concern should refer to the company’s Grievance Policy.

This policy has been created to ensure that all staff at Lilac Heart are aware of the process for handling complaints, as well as their individual roles and responsibilities in managing them.

Lilac Heart values all feedback and fully respects everyone’s right to raise a complaint. As part of our commitment to continuous improvement and accountability, we pledge to:

  • Ensure individuals know they have the right to make a complaint at any time if they are dissatisfied with the service provided by Lilac Heart Homecare.
  • Provide clear, accessible information about our complaint’s procedure in a variety of formats to meet different needs.
  • Support individuals in making a complaint or connect them with appropriate support (such as advocacy services).
  • Respond promptly to all suggestions, concerns, or complaints.
  • Handle complaints with confidentiality, sensitivity, and care, ensuring timely resolution.
  • Keep accurate records of all concerns and complaints received.
  • Communicate with individuals who submit complaints to keep them informed of progress and outcomes.
  • Aim to resolve issues at a local level wherever possible and within a reasonable timeframe.
  • Notify relevant external agencies when appropriate and follow all required procedures.
  • Offer clear guidance to staff on their responsibilities and the timelines involved in addressing complaints.

SCOPE

This policy applies to:

  • Clients of Lilac Heart Homecare
  • Family members, carers, advocates or legal representatives of clients
  • Employees and volunteers
  • External stakeholders and professionals

OBJECTIVES

· To ensure all complaints are taken seriously and handled professionally

· To resolve complaints as early and informally as possible

· To ensure that clients feel safe and respected when making a complaint

· To investigate complaints thoroughly and transparently

· To comply with the Health and Social Care Standards, the Care Inspectorate’s guidance, and relevant Scottish legislation

HOW TO MAKE A COMPLAINT

Complaints can be made:

· Verbally: to any member of staff or during a visit

· In writing: by letter, email or using our complaints form

· By phone: [Insert phone number]

· Online: via our website (if applicable)

· Through an advocate or representative

All complaints should be addressed to the Registered Manager:

Name: Karen McCambridge

Email: admin@liliacheart.co.uk
Phone: 07704 903516
Address: 44 Cumbernauld Road, Mollinsburn, Cumbernauld, Glasgow, G67 4HN

Clients can also complain directly to the Care Inspectorate at any time:

Website: https://www.careinspectorate.com
Phone: 0345 600 9527
Email: enquiries@careinspectorate.gov.scot

PROCEDURE

Definition of a Concern / Complaint:

Raising an issue, providing feedback, or suggesting to improve our service is not always a complaint. It may simply be a request for a more tailored approach or an idea for how we can do things better. Suggestions or informal concerns can be shared directly with the Registered Manager at Lilac Heart Homecare and / or Directors.

If a suggestion or informal concern is raised, it will be logged in our system as a concern. A Manager will follow up with you within 2 working days, with an additional follow-up within 28 days to ensure the issue has been resolved. If concerns remain, we may extend the process with another follow-up within a further 20 days, or, if necessary, escalate the matter to a formal complaint.

Informal concerns are usually addressed through direct conversation with the person raising the issue, rather than through written acknowledgment. These conversations will still be documented in our system.

If an informal concern is deemed to be of a serious nature, Lilac Heart Homecare reserves the right to treat it as a formal complaint and handle it accordingly.

We will always record a concern as a formal complaint if you specifically request this, rather than treat it as an informal issue.

Complaints can be made in the following ways:

  • In person
  • By writing or emailing the Registered Manager (Lilac Heart Homecare Ltd.)
  • By writing or emailing the Director/s (Lilac Heart Homecare Ltd.)
  • By posting a letter to our Head Office:

44 Cumbernauld Road, Mollinsburn, Cumbernauld, Glasgow, G67 4HN

  • By completing our Complaints Form
  • By calling our Office:
  • By emailing: admin@lilacheart.co.uk

We encourage individuals to raise any concerns or complaints directly with the Registered Manager or one of the Directors.

Serious Concerns and Reporting:

All serious matters—such as criminal allegations, abuse, inappropriate restraint, or serious misconduct—will be taken seriously and escalated appropriately. Lilac Heart will report such concerns to the relevant authorities, including:

  • Police Scotland
  • Care Inspectorate
  • Health & Social Care Partnership
  • Mental Welfare Commission
  • Scottish Social Services Council (SSSC)
  • Nursing & Midwifery Council (NMC)

Where necessary, the organisation will follow guidance from Police Scotland or the relevant Health & Social Care Partnership regarding whether an internal investigation should proceed alongside any criminal or adult protection investigations.

Accessing This Policy:

This policy is available at all Lilac Heart’s locations. Copies can be requested from our Registered Manager or any Director. Everyone receiving support from us will be given information about how to make a complaint as part of their Welcome Pack.

Support to Make a Complaint

At times, individuals we support may find it difficult to express dissatisfaction with the service they receive. Lilac Heart Homecare is committed to creating a safe and supportive environment where all individuals feel confident and empowered to raise concerns.

If a staff member is helping someone who uses Lilac Heart Homecare services to make a complaint or raise an issue on their behalf, it is essential that only the views of the individual are documented—without any influence or interpretation from the staff member.

If a person does not have a family member, friend, or advocate to assist them, Lilac Heart will provide support to help them access an independent advocacy service. Further details about available advocacy services can be found in the Welcome Pack or can be requested from the Management within the office or one of the Directors.

Complaints Procedure

  1. All issues raised with Lilac Heart Homecare are recorded in our Quality Assurance system (RADAR).
  2. A manager will contact you within 2 working days to acknowledge your complaint—verbally, when possible, but always in writing. You will also be provided with a complaint reference number.
  3. The Registered Manager will be notified of your complaint.
  4. An appropriate individual—unconnected to the complaint—will be assigned to investigate the matter.
  5. A full written response, including findings, outcomes (upheld or not upheld), and any resulting actions or learning, will normally be provided within 20 working days.
  6. If we are unable to respond within 20 working days, we will notify you in writing with an explanation and revised timescale.

Recording Complaints

While not all complaints will be received in writing, it is the responsibility of the Registered Manager to ensure every complaint is properly logged.

Examples include:

  • If a staff member supports someone to make a complaint in writing, they must ensure the individual’s words are recorded accurately without influence. The complaint should be read back to the person for approval before being signed.
  • If a complaint is made in person or by phone, the staff member should read back the notes taken and send a written copy to the individual for confirmation.

Clarifying the Nature of the Issue

It is important to confirm—where appropriate—whether the concern is to be addressed as an informal issue or a formal complaint.

  • Informal concerns will be recorded as such in RADAR.
  • Formal complaints will be logged accordingly.

Where possible, the desired outcome should also be identified early in the process so that expectations can be managed appropriately.

If a concern is serious, Lilac Heart reserves the right to escalate it to a formal complaint and respond accordingly.

Resolving Concerns

Lilac Heart Homecare is committed to resolving concerns and complaints as quickly and compassionately as possible, ensuring that individuals, their families, and representatives feel heard and respected.

Issues may be resolved through:

  • Informal conversations
  • A meeting with the Registered Manager
  • Discussion with another appropriate person overseeing support (e.g. Director)

Examples of possible resolutions include:

  • An apology
  • Explanation of circumstances or procedures
  • Service improvements
  • Restoring a situation to its prior state
  • Repair or replacement of goods
  • No further action

We do not assign a monetary value to complaint outcomes. While we may replace or repair goods where appropriate, financial compensation is not a typical form of resolution.

In most cases, a full written response will be issued within 20 working days. If there is no response from the complainant to further information or meeting offers, Lilac Heart may close the complaint.

Serious Incidents

Where a serious issue occurs, Lilac Heart Homecare will notify the relevant agencies, such as:

  • The local Health & Social Care Partnership
  • The Care Inspectorate
  • Police Scotland
  • Scottish Social Services Council (SSSC)

These authorities will be contacted within 24 hours or as soon as reasonably possible. We will follow their guidance on whether to proceed with internal investigations.

Requesting a Review (Complaint Appeal)

If you are not satisfied with the outcome of your complaint, you can request a review in writing.

  • Acknowledgment of your appeal will be sent within 2 working days.
  • A written response with the outcome will be provided within 20 working days of the appeal being received.
  • If additional time is needed, you will be notified in writing with an explanation.

The outcome of the complaint appeal will be the final stage in Lilac Heart Homecare’s internal complaints procedure.

Ongoing Complaints

Lilac Heart Homecare aims to handle all complaints sensitively, professionally, and in good faith. We will always acknowledge any mistakes and seek to make things right.

If an individual continues to submit repeated complaints about the same issue after the complaints process has been exhausted, Lilac Heart may decide not to pursue the new complaint further. Instead, we will offer to engage in a discussion to understand any unresolved concerns. If dissatisfaction continues, we will provide a full written account of the steps taken and inform the individual of their right to contact the Care Inspectorate.

Complaints to External Agencies

Anyone receiving services from Lilac Heart Homecare also has the right to contact external bodies at any stage, including:

  • The local Health & Social Care Partnership
  • The Care Inspectorate

If needed, Lilac Heart Homecare will support individuals in accessing independent advocacy to help them make a complaint.

Details of local contacts can be found on service posters or requested from the Registered Manager.

For more information, the Care Inspectorate leaflet “Unhappy about a care service?” is available at www.careinspectorate.com or by calling 0345 600 9527.

Contacting the Care Inspectorate

If you wish to raise a concern or complaint directly with the Care Inspectorate, you can contact them using the details below:

Care Inspectorate
Compass House
11 Riverside Drive
Dundee
DD1 4NY

Email: concerns@careinspectorate.gov.uk
Telephone: 0345 600 9527
Website: www.careinspectorate.com

RECORD KEEPING

All complaints are logged in a Complaints Register

Records will include:

· Name and contact of complainant (unless anonymous)

· Nature of complaint

· Date received

· Investigation details

· Outcome

· Date of response

· Any follow-up actions

Records will be stored securely in compliance with GDPR and Data Protection legislation.

LEARNING AND APPROVMENT

Complaints are monitored and analysed regularly to identify patterns or recurring issues. Findings are used to:

  • Inform staff training
  • Improve policies and procedures
  • Enhance the quality of care and client satisfaction

An anonymised annual report will be produced and reviewed as part of the company’s quality assurance system.

REVIEW

This policy will be reviewed annually or earlier if there are changes to legislation, guidance, or organisational structure.