Regulation 24 ComplaintsI1

The registered person shall establish a procedure (“the complaints procedure”) for receiving, managing and responding to complaints made to the registered person by a service user or his representative.

The complaints procedure shall be appropriate to the needs of service users.

The registered person shall ensure that any complaint made under the complaints procedure is fully investigated.

The registered person shall, within 28 days after the date on which the complaint is made, or such shorter period as may be reasonable in the circumstances, inform the person who made the complaint of the investigative process, outcome and action (if any) that is to be taken.

The registered person shall supply a written copy of the complaints procedure to every service user and upon request to any representative of a service user.

Where a written copy of the complaints procedure is to be supplied in accordance with paragraph (5) to a person who is blind or whose vision is impaired, the registered person shall so far as it is practicable to do so supply, in addition to the written copy, a copy of the complaints procedure in a form which is suitable for that person.

The copy of the complaints procedure to be supplied in accordance with paragraph (5) shall include—

The registered person shall supply to the RQIA at its request a statement containing a summary of the complaints made during the preceding twelve months and the action that was taken in response.