# The Adult Placement Schemes (England) Regulations 2004, Regulation 23: Complaints


(1) The registered person shall establish a procedure (“the complaints procedure”) for considering complaints made to the registered person by an adult placement carer, a service user or a person acting on behalf of a service user.
(2) The complaints procedure must be appropriate to the needs of service users.
(3) The registered provider shall ensure that any complaint made under the complaints procedure is fully investigated.
(4) The registered provider shall, as soon as is reasonably practicable but in any event within 28 days of the date on which the complaint was received inform the person who made the complaint of the action (if any) that is to be taken in response.
(5) The registered provider shall supply a copy of the complaints procedure to every service user whom it has placed and to any person acting on behalf of a service user if that person so requests.
(6) The copy of the complaints procedure shall include—
(a) the address and telephone number of the CSCI; and
(b) the procedure (if any) that has been notified by the CSCI to the registered person for the making of complaints to the CSCI in relation to the scheme.
(7) The registered person shall supply to the CSCI at its request a statement containing a summary of the complaints made during the preceding twelve months and of the action that was taken in response to each complaint.

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Source: https://www.legislation.gov.uk/uksi/2004/2071/regulation/23 (the official version)
Page: https://openlegislation.uk/adult-placement-schemes-england-regulations-2004/regulation-23
Contains public sector information licensed under the Open Government Licence v3.0. Source: legislation.gov.uk, The National Archives.