Feedback, compliments and complaints
Home
Feedback, compliments and complaints
A clear, fair and accessible way to raise concerns and improve care. Policy adopted 7 November 2026.
Our commitment and the scope of this policy
You can give a compliment, suggest an improvement or complain about care, communication, staff conduct, access, fees or another aspect of our service. Complaints are free to make. Raising a concern must not result in discrimination, victimisation or a reduction in the quality of your care.
This policy applies to concerns about Queensway Homes. Any applicable commissioner or statutory procedure takes precedence where it requires a different approach.
Who can complain and support to do so
People using the service, relatives, advocates, representatives and other stakeholders can raise concerns. A person may complain verbally to any member of staff or in writing. We consider anonymous concerns as far as the information permits, although we may be unable to provide an individual response.
Tell us if you need an interpreter, another format, help writing the complaint, an advocate or another reasonable adjustment. We establish consent or other authority before sharing confidential information with a representative. A lack of written consent does not prevent us from assessing a safety concern.
How to make a complaint
Choose Email Us Securely and select Complaint, telephone 07882 285163, speak to a member of staff, or write to the Registered Manager, Queensway Homes Ltd, 95 Charlotte Road, Stirchley, Birmingham, B30 2BT.
Call our team on 0121 451 1464 or 07882 285163, or choose Email Us Securely to send an enquiry.
Briefly explain what happened, relevant dates, your preferred contact method and what would help put matters right. Do not attach confidential care records to the general enquiry form. We can arrange an appropriate route for necessary evidence. Please raise concerns promptly; we consider older concerns fairly, taking account of the circumstances rather than automatically rejecting them.
Immediate safety and early resolution
Call 999 where someone is in immediate danger. A safeguarding concern, suspected crime or serious incident is assessed and referred appropriately without waiting for the ordinary complaints process. Contact the relevant local-authority adult safeguarding service for non-emergency safeguarding advice.
A member of staff may be able to put a straightforward problem right quickly. You can still ask for the matter to be recorded and considered formally. An apology or early action does not remove your right to pursue the complaint.
Stage 1: acknowledgement and investigation
Our target is to acknowledge a named complaint within 3 working days. We record the complaint, check urgent risks, explain who will handle it, discuss the outcome sought and agree how to keep you informed.
A suitably competent person reviews relevant records, speaks with those involved and considers evidence fairly. Someone implicated in the concern should not determine its outcome; an appropriate alternative manager or director will handle conflicts of interest.
Our target is a full written response within 28 calendar days. If this is not achievable, explain the reason before the target expires, provide an agreed revised timetable and update at least every 14 calendar days while the investigation remains open. These targets must be confirmed and resourced when the policy is adopted.
Our response and putting things right
The response should address each issue, explain the investigation and findings, state whether the complaint is upheld in full or in part, explain any apology or remedy, and set out practical actions and timescales. We explain any information that cannot lawfully be shared.
The response also explains internal review and relevant independent escalation. A complaint is not treated as resolved merely because a form was submitted or an acknowledgement was sent. Where duty-of-candour requirements apply, the appropriate explanation, apology and follow-up are handled alongside the complaint.
Stage 2: internal review
If you remain dissatisfied, ask for review by a director or senior manager who was not responsible for the original decision. Use the same contact routes and mark the request Director review. Explain which findings or aspects of handling you challenge.
Our target is acknowledgement within 3 working days and a review response within 20 working days, with explained updates and a revised timetable if needed. We do not use internal review to prevent or unnecessarily delay appropriate external escalation.
Local Government and Social Care Ombudsman
For eligible adult social care complaints in England, the Local Government and Social Care Ombudsman can provide independent review after the council or care provider has had a reasonable opportunity to respond. This can include privately arranged or self-funded care as well as council-arranged care.
The Ombudsman decides eligibility and normally expects contact within 12 months of when you first knew about the problem, although it can consider exceptions. You can seek its advice if the process is seriously delayed. Its service is free; its own current guidance explains jurisdiction and how to complain.
Local Government and Social Care Ombudsman: adult social care complaints
Council, NHS and housing-related routes
Where a council arranges or funds care, you may raise the matter through the council’s adult social care complaints procedure. We cooperate with appropriate commissioner reviews and explain the route relevant to your care arrangement.
If the matter concerns NHS-arranged services, the relevant NHS complaints process and appropriate independent review route may apply. A housing or tenancy complaint may instead belong with the landlord and its complaints process. Care and accommodation are not automatically the same service or complaint jurisdiction.
CQC: sharing concerns about the quality of care
You may tell the Care Quality Commission about poor care or concerns about this regulated service at any stage. CQC uses feedback to inform monitoring, inspection and regulatory action.
CQC does not take forward ordinary individual complaints on your behalf or provide the usual route to an individual remedy or compensation. Sharing information with CQC is therefore additional to the provider, commissioner or appropriate Ombudsman complaint route. Some specialist statutory functions have different arrangements.
Data protection, confidentiality and records
Data-protection concerns can be raised with us and the Information Commissioner’s Office. Complaint records are accessed only by people with a relevant role and shared lawfully where investigation, safeguarding or regulatory duties require it. Absolute confidentiality cannot be promised.
The retention period is 6 years after complaint closure, with documented exceptions where a different lawful period is needed. Do not keep unnecessary duplicate material. The privacy notice explains rights and the retention schedule.
Learning, oversight and fair communication
Management should record themes, findings, remedies, action owners and completion dates; check that agreed improvements happen; and review trends without publishing identifiable complaint details. We cooperate with lawful requests from CQC and other appropriate bodies.
Staff should be trained to recognise and escalate complaints. Communication needs and reasonable adjustments remain central, including where contact is difficult. Any proportionate restriction on abusive conduct must protect access to a fair complaint process, explain the reasons and offer review.
Review this policy at least annually and when arrangements change. Private feedback remains available to everyone; no one must be steered away from a public review because their experience was negative.
