Regulation 20 Complaints
The registered person shall establish a procedure (“the complaints procedure”) for considering complaints made to the registered person by a resident or a person acting on behalf of a resident.
The registered person shall ensure that any complaint made under the complaints procedure is fully investigated.
The registered person shall provide a written copy of the complaints procedure on request to any resident and any person acting on behalf of a resident.
The written copy of the complaints procedure shall include—
the name and address of the F1Chief Inspector; and
the procedure (if any) that has been notified by the Chief Inspector to the registered person for the making of complaints to the Chief Inspector relating to residential family centres.
The registered person shall F2, as far as reasonably practicable, 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 action (if any) that is to be taken.
The registered person must ensure that a written record is made of any complaint or representation, the action taken in response, and the outcome of the investigation.
The registered person shall supply to the F3Chief Inspector at its request a statement containing a summary of the complaints made during the preceding twelve months and the action that was taken.
The procedure mentioned in paragraph (1) and any written record made under paragraph (6) may be kept in electronic form, provided the information so recorded is capable of being reproduced in a legible form.
Annotations
Textual amendments
- F1
Words in reg. 20(4) substituted (1.4.2007) by The Education and Inspections Act 2006 (Consequential Amendments) Regulations 2007 (S.I. 2007/603), regs. 1, 12(b)(i)
- F2
Words in reg. 20(5) inserted (temp.) (24.4.2020) by virtue of The Adoption and Children (Coronavirus) (Amendment) Regulations 2020 (S.I. 2020/445), regs. 1(2), 3(3) (with Pts. 12, 13)
- F3
Words in reg. 20(7) substituted (1.4.2007) by The Education and Inspections Act 2006 (Consequential Amendments) Regulations 2007 (S.I. 2007/603), regs. 1, 12(b)(i)
- F4
Reg. 20(8) inserted (1.4.2013) by The Residential Family Centres (Amendment) Regulations 2013 (S.I. 2013/499), regs. 1, 11
Notes on the whole SI
Textual amendments
- F1
2000 c. 14. These powers are exercisable by the appropriate Minister, who is defined in section 121(1) of the 2000 Act, in relation to England, Scotland and Northern Ireland, as the Secretary of State, and in relation to Wales, as the National Assembly for Wales. “Prescribed” and “regulations” are defined in section 121(1) of that Act.
- F2
See section 22(9) of the 2000 Act for the requirement to consult.