{"id":1238,"date":"2026-01-10T14:07:39","date_gmt":"2026-01-10T14:07:39","guid":{"rendered":"https:\/\/valeisheearcare.co.uk\/?page_id=1238"},"modified":"2026-01-10T15:33:33","modified_gmt":"2026-01-10T15:33:33","slug":"complaints-compliments-suggestions-policy","status":"publish","type":"page","link":"https:\/\/valeisheearcare.co.uk\/index.php\/complaints-compliments-suggestions-policy\/","title":{"rendered":"Complaints, Compliments &#038; Suggestions Policy"},"content":{"rendered":"<style>.elementor-1238 .elementor-element.elementor-element-a42eb13{--display:flex;--min-height:400px;--flex-direction:column;--container-widget-width:calc( ( 1 - var( --container-widget-flex-grow ) ) * 100% );--container-widget-height:initial;--container-widget-flex-grow:0;--container-widget-align-self:initial;--flex-wrap-mobile:wrap;--justify-content:center;--align-items:flex-start;--overlay-opacity:1;}.elementor-1238 .elementor-element.elementor-element-a42eb13:not(.elementor-motion-effects-element-type-background), .elementor-1238 .elementor-element.elementor-element-a42eb13 > .elementor-motion-effects-container > .elementor-motion-effects-layer{background-image:url(\"https:\/\/valeisheearcare.co.uk\/wp-content\/uploads\/2026\/01\/Complaints-and-Suggestions-Policy.jpg\");background-position:center center;background-repeat:no-repeat;background-size:cover;}.elementor-1238 .elementor-element.elementor-element-a42eb13::before, .elementor-1238 .elementor-element.elementor-element-a42eb13 > .elementor-background-video-container::before, .elementor-1238 .elementor-element.elementor-element-a42eb13 > .e-con-inner > .elementor-background-video-container::before, .elementor-1238 .elementor-element.elementor-element-a42eb13 > .elementor-background-slideshow::before, .elementor-1238 .elementor-element.elementor-element-a42eb13 > .e-con-inner > .elementor-background-slideshow::before, .elementor-1238 .elementor-element.elementor-element-a42eb13 > .elementor-motion-effects-container > .elementor-motion-effects-layer::before{background-color:var( --e-global-color-788f3e3 );--background-overlay:'';}.elementor-1238 .elementor-element.elementor-element-d29407a{text-align:center;}.elementor-1238 .elementor-element.elementor-element-d29407a .elementor-heading-title{font-family:var( --e-global-typography-secondary-font-family ), Sans-serif;font-size:var( --e-global-typography-secondary-font-size );font-weight:var( --e-global-typography-secondary-font-weight );text-transform:var( --e-global-typography-secondary-text-transform );text-decoration:var( --e-global-typography-secondary-text-decoration );line-height:var( --e-global-typography-secondary-line-height );color:var( --e-global-color-accent );}.elementor-1238 .elementor-element.elementor-element-3d93150{--display:flex;--flex-direction:column;--container-widget-width:100%;--container-widget-height:initial;--container-widget-flex-grow:0;--container-widget-align-self:initial;--flex-wrap-mobile:wrap;--padding-top:25px;--padding-bottom:25px;--padding-left:10px;--padding-right:10px;}.elementor-1238 .elementor-element.elementor-element-7e27745{color:#000000;}:root{--page-title-display:none;}@media(max-width:1024px){.elementor-1238 .elementor-element.elementor-element-d29407a .elementor-heading-title{font-size:var( --e-global-typography-secondary-font-size );line-height:var( --e-global-typography-secondary-line-height );}}@media(max-width:767px){.elementor-1238 .elementor-element.elementor-element-d29407a .elementor-heading-title{font-size:var( --e-global-typography-secondary-font-size );line-height:var( --e-global-typography-secondary-line-height );}}\/* Start custom CSS *\/.policy a{\n    color: #4E637A;\n    font-weight: bold;\n}\/* End custom CSS *\/<\/style>\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"1238\" class=\"elementor elementor-1238\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-a42eb13 e-flex e-con-boxed e-con e-parent\" data-id=\"a42eb13\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-d29407a elementor-widget elementor-widget-heading\" data-id=\"d29407a\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Complaints, Compliments &#038; Suggestions Policy<\/h1>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-3d93150 e-flex e-con-boxed e-con e-parent\" data-id=\"3d93150\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7e27745 policy elementor-widget elementor-widget-text-editor\" data-id=\"7e27745\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p><strong><b>Valeishe Ear Care Ltd.<\/b><\/strong><strong><b><br \/><\/b><\/strong><strong><b>Complaints, Suggestions and Compliments Policy<\/b><\/strong><\/p><table><tbody><tr><td width=\"334\"><strong><b>Date:<\/b><\/strong><\/td><td width=\"268\"><strong><em><b><i>27\/10\/2025<\/i><\/b><\/em><\/strong><\/td><\/tr><tr><td width=\"334\"><strong><b>Person Responsible for the policy:<\/b><\/strong><\/td><td width=\"268\"><strong><em><b><i>Bonita Chizambire<\/i><\/b><\/em><\/strong><\/td><\/tr><tr><td width=\"334\"><strong><b>Signature:<\/b><\/strong><\/td><td width=\"268\"><em><i>Bonita Hazvineyi Chizambire<\/i><\/em><\/td><\/tr><tr><td width=\"334\"><strong><b>Review Date<\/b><\/strong><\/td><td width=\"268\"><strong><em><b><i>27\/10\/2026<\/i><\/b><\/em><\/strong><\/td><\/tr><tr><td width=\"334\"><strong><b>Version<\/b><\/strong><\/td><td width=\"268\"><strong><em><b><i>1.0<\/i><\/b><\/em><\/strong><\/td><\/tr><\/tbody><\/table><h1><strong><b>Complaints, Suggestions and Compliments Policy<\/b><\/strong><\/h1><h2><strong><b>1. Purpose<\/b><\/strong><\/h2><p>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.<\/p><h2><strong><b>2. Scope<\/b><\/strong><\/h2><p>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.<\/p><h2><strong><b>3. Policy Statement<\/b><\/strong><\/h2><ul><li>Service users have the right to raise concerns or make complaints without fear of discrimination or negative treatment.<br \/>\u2022 Complaints will be dealt with promptly, openly, and courteously.<br \/>\u2022 Learning from complaints and compliments will be used to improve the service.<br \/>\u2022 Compliments will be recorded and shared as examples of good practice.<\/li><\/ul><h2><strong><b>4. How to Give Feedback<\/b><\/strong><\/h2><p>Clients can provide feedback, suggestions, compliments or complaints in any of the following ways:<br \/>\u2022 Verbally, during or after an appointment<br \/>\u2022 In writing (email)<br \/>\u2022 Via the website or social media<br \/>Contact details:<br \/>Valeishe Ear Care Ltd.<br \/>Email: info@valeisheearcare.co.uk<br \/>Telephone: 07459556321<\/p><h2><strong><b>5. Handling Complaints<\/b><\/strong><\/h2><p>Stage 1 \u2013 Local resolution:<br \/>\u2022 Complaints will be acknowledged within 3 working days.<br \/>\u2022 A full response will be provided within 20 working days, or the client will be informed of any delay and the reason.<br \/>\u2022 Every complaint will be recorded in the Complaints Log, including details of the issue, actions taken, and the outcome.<br \/>\u2022 If the complaint is upheld, appropriate action will be taken to prevent recurrence and improve the service.<br \/>Stage 2 \u2013 Independent review:<br \/>If the complainant is not satisfied with the outcome, they may escalate the issue to:<\/p><p>Parliamentary and Health Service Ombudsman (PHSO)<br \/>Website: www.ombudsman.org.uk<br \/>Telephone: 0345 015 4033<\/p><p>If the service is provided privately (not NHS-funded), clients may also contact:<\/p><p>The Independent Sector Complaints Adjudication Service (ISCAS)<br \/>Website: www.iscas.org.uk<\/p><h2><strong><b>6. Learning from Complaints<\/b><\/strong><\/h2><ul><li>Each complaint will be reviewed to identify any themes or learning points.<br \/>\u2022 The service will record changes or improvements made as a result.<br \/>\u2022 Annual audits of complaints (even if none are received) will be carried out as part of quality assurance.<\/li><\/ul><h2><strong><b>7. Compliments<\/b><\/strong><\/h2><ul><li>All compliments received verbally or in writing will be recorded.<br \/>\u2022 Feedback will be used to recognise positive practice and maintain high standards of care.<\/li><\/ul><h2><strong><b>8. Confidentiality and Record-Keeping<\/b><\/strong><\/h2><ul><li>Complaint records will be kept securely and separately from clinical notes.<br \/>\u2022 Personal information will be handled in accordance with the UK GDPR and Data Protection Act 2018.<br \/>\u2022 Anonymous complaints will be reviewed and acted upon if sufficient detail is provided.<\/li><\/ul><h2><strong><b>9. Duty of Candour<\/b><\/strong><\/h2><p>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.<\/p><h2><strong><b>10. Review<\/b><\/strong><\/h2><p>This policy will be reviewed annually or sooner if required by legislation, CQC guidance, or organisational change.<\/p><p><strong><b>Valeishe Ear Care Ltd \u2014 Complaints Log<\/b><\/strong><\/p><p>This log is maintained in line with CQC Regulation 16: Receiving and Acting on Complaints.<\/p><table style=\"height: 297px;\" width=\"1043\"><tbody><tr><td width=\"75\">Date Received<\/td><td width=\"96\">Complainant Name \/ Contact (if given)<\/td><td width=\"80\">Summary of Complaint<\/td><td width=\"75\">Method Received (e.g. verbal, email, written)<\/td><td width=\"109\">Acknowledged Date<\/td><td width=\"96\">Investigation Details \/ Actions Taken<\/td><td width=\"83\">Outcome \/ Resolution<\/td><td width=\"60\">Date Closed<\/td><td width=\"100\">Learning \/ Service Improvement Actions<\/td><td width=\"78\">Reviewed By<\/td><\/tr><\/tbody><\/table><p>Guidance Notes:<\/p><ul><li>Date Received: The date the complaint was made.<br \/>\u2022 Acknowledged Date: Must be acknowledged within 3 working days.<br \/>\u2022 Outcome: Should show transparency, fairness, and any apology or corrective action.<br \/>\u2022 Learning: Note any improvement, staff reflection, or procedure updates.<br \/>\u2022 Retention: Keep records for a minimum of 3 years (CQC Regulation 16).<\/li><\/ul><h1><strong><b>Valeishe Ear Care Ltd \u2014 Suggestions and Compliments Log<\/b><\/strong><\/h1><p>This log is maintained in line with CQC Regulation 17: Good Governance and supports continuous service improvement.<\/p><table><tbody><tr><td width=\"71\">Date Received<\/td><td width=\"96\">Name \/ Contact (if given)<\/td><td width=\"103\">Type of Feedback (Suggestion \/ Compliment)<\/td><td width=\"160\">Summary of Feedback<\/td><td width=\"75\">Method Received (e.g. verbal, written, email, online form)<\/td><td width=\"85\">Action Taken \/ Response<\/td><td width=\"103\">Outcome \/ Improvement Made<\/td><td width=\"66\">Date Closed<\/td><td width=\"104\">Reviewed By<\/td><\/tr><\/tbody><\/table><p>Guidance Notes:<\/p><ul><li>Purpose: To record and act on all compliments and suggestions to ensure service quality improvement.<br \/>\u2022 Date Received: When the feedback was first given.<br \/>\u2022 Action Taken \/ Response: Record what was done (e.g. thank-you reply, service change, update to process).<br \/>\u2022 Outcome \/ Improvement: Describe what improvement or recognition followed.<br \/>\u2022 Retention: Keep records for a minimum of 3 years (CQC Regulation 17).<br \/>\u2022 Annual Review: Summarise themes for your annual quality improvement report or CQC evidence portfolio.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>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, [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_glsr_average":0,"_glsr_ranking":0,"_glsr_reviews":0,"footnotes":""},"class_list":["post-1238","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/valeisheearcare.co.uk\/index.php\/wp-json\/wp\/v2\/pages\/1238","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/valeisheearcare.co.uk\/index.php\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/valeisheearcare.co.uk\/index.php\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/valeisheearcare.co.uk\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/valeisheearcare.co.uk\/index.php\/wp-json\/wp\/v2\/comments?post=1238"}],"version-history":[{"count":21,"href":"https:\/\/valeisheearcare.co.uk\/index.php\/wp-json\/wp\/v2\/pages\/1238\/revisions"}],"predecessor-version":[{"id":1272,"href":"https:\/\/valeisheearcare.co.uk\/index.php\/wp-json\/wp\/v2\/pages\/1238\/revisions\/1272"}],"wp:attachment":[{"href":"https:\/\/valeisheearcare.co.uk\/index.php\/wp-json\/wp\/v2\/media?parent=1238"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}