Complaints, Compliments & Suggestions Policy

Valeishe Ear Care Ltd.
Complaints, Suggestions and Compliments Policy

Date:	*27/10/2025*
Person Responsible for the policy:	*Bonita Chizambire*
Signature:	Bonita Hazvineyi Chizambire
Review Date	*27/10/2026*
Version	*1.0*

Complaints, Suggestions and Compliments Policy

1. Purpose

This policy sets out how Valeishe Ear Care Ltd. manages, investigates and responds to feedback, compliments and complaints from service users, relatives, carers or other stakeholders. It ensures that all feedback is welcomed, handled fairly, and used to improve the quality and safety of care.

2. Scope

This policy applies to all services provided by Valeishe Ear Care Ltd., including ear-wax removal and associated ear-care advice. As a sole practitioner, the owner is responsible for managing and responding to all complaints and compliments.

3. Policy Statement

Service users have the right to raise concerns or make complaints without fear of discrimination or negative treatment.
• Complaints will be dealt with promptly, openly, and courteously.
• Learning from complaints and compliments will be used to improve the service.
• Compliments will be recorded and shared as examples of good practice.

4. How to Give Feedback

Clients can provide feedback, suggestions, compliments or complaints in any of the following ways:
• Verbally, during or after an appointment
• In writing (email)
• Via the website or social media
Contact details:
Valeishe Ear Care Ltd.
Email: info@valeisheearcare.co.uk
Telephone: 07459556321

5. Handling Complaints

Stage 1 – Local resolution:
• Complaints will be acknowledged within 3 working days.
• A full response will be provided within 20 working days, or the client will be informed of any delay and the reason.
• Every complaint will be recorded in the Complaints Log, including details of the issue, actions taken, and the outcome.
• If the complaint is upheld, appropriate action will be taken to prevent recurrence and improve the service.
Stage 2 – Independent review:
If the complainant is not satisfied with the outcome, they may escalate the issue to:

Parliamentary and Health Service Ombudsman (PHSO)
Website: www.ombudsman.org.uk
Telephone: 0345 015 4033

If the service is provided privately (not NHS-funded), clients may also contact:

The Independent Sector Complaints Adjudication Service (ISCAS)
Website: www.iscas.org.uk

6. Learning from Complaints

Each complaint will be reviewed to identify any themes or learning points.
• The service will record changes or improvements made as a result.
• Annual audits of complaints (even if none are received) will be carried out as part of quality assurance.

7. Compliments

All compliments received verbally or in writing will be recorded.
• Feedback will be used to recognise positive practice and maintain high standards of care.

8. Confidentiality and Record-Keeping

Complaint records will be kept securely and separately from clinical notes.
• Personal information will be handled in accordance with the UK GDPR and Data Protection Act 2018.
• Anonymous complaints will be reviewed and acted upon if sufficient detail is provided.

9. Duty of Candour

In line with the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, Valeishe Ear Care will be open and transparent with service users when something goes wrong and will offer an apology, an explanation, and appropriate support.

10. Review

This policy will be reviewed annually or sooner if required by legislation, CQC guidance, or organisational change.

Valeishe Ear Care Ltd — Complaints Log

This log is maintained in line with CQC Regulation 16: Receiving and Acting on Complaints.

Date Received

Complainant Name / Contact (if given)

Summary of Complaint

Method Received (e.g. verbal, email, written)

Acknowledged Date

Investigation Details / Actions Taken

Outcome / Resolution

Date Closed

Learning / Service Improvement Actions

Reviewed By

Guidance Notes:

Date Received: The date the complaint was made.
• Acknowledged Date: Must be acknowledged within 3 working days.
• Outcome: Should show transparency, fairness, and any apology or corrective action.
• Learning: Note any improvement, staff reflection, or procedure updates.
• Retention: Keep records for a minimum of 3 years (CQC Regulation 16).

Valeishe Ear Care Ltd — Suggestions and Compliments Log

This log is maintained in line with CQC Regulation 17: Good Governance and supports continuous service improvement.

Date Received

Name / Contact (if given)

Type of Feedback (Suggestion / Compliment)

Summary of Feedback

Method Received (e.g. verbal, written, email, online form)

Action Taken / Response

Outcome / Improvement Made