Effective date: June 2026
Next review date: June 2026

1. Our Commitment

Heathview Pathways Ltd is committed to providing a professional, respectful and responsive service.

We welcome feedback and recognise that complaints provide an opportunity to listen, learn, improve and resolve concerns.

We aim to deal with complaints fairly, consistently and promptly.

2. Purpose of This Procedure

This Complaints Procedure explains how residents, prospective residents, family members, representatives, professionals, commissioners, local authorities, visitors or members of the public can raise a complaint about our service.

A complaint may relate to:

• The quality of service provided.
• Communication.
• Staff conduct.
• Accommodation standards.
• Support arrangements.
• Professional behaviour.
• Delays or lack of response.
• Privacy or confidentiality concerns.
• Safeguarding concerns.
• How a referral or placement has been managed.
• Any other concern about Heathview Pathways Ltd.

3. Who Can Make a Complaint?

A complaint can be made by:

• A resident.
• A prospective resident.
• A family member or representative.
• A social worker or professional.
• A local authority or commissioner.
• A visitor.
• A contractor.
• A member of the public.
• An advocate acting on behalf of someone else.

Where a complaint is made on behalf of another person, we may need to confirm that the person has given permission, unless there is a safeguarding concern or another lawful reason to act.

4. How to Make a Complaint

Complaints can be made in writing, by email, by telephone or in person.

Contact:
Heathview Pathways Ltd
West Midlands, United Kingdom

Email: info@heathviewpathways.co.uk
Telephone: 07518 866 050

When making a complaint, it is helpful to include:

• Your name and contact details.
• The name of the person the complaint relates to, if applicable.
• What happened.
• When it happened.
• Who was involved.
• What outcome you would like.
• Any supporting information.

However, we understand that not everyone will be able to provide all details immediately. We will still listen and respond appropriately.

5. Stage 1 — Initial Response

Where possible, we aim to resolve concerns quickly and informally.

We will acknowledge the complaint and consider whether it can be resolved promptly through explanation, apology, action or further communication.

Where the complaint cannot be resolved informally, it will move to Stage 2.

6. Stage 2 — Formal Complaint Review

A formal complaint will be reviewed by the Director or an appropriate senior person.

We will aim to:

• Acknowledge the complaint within 5 working days.
• Investigate the concern fairly.
• Speak to relevant people where appropriate.
• Review relevant records.
• Provide a written response within 20 working days, where possible.

If more time is needed, we will explain the reason for the delay and provide an updated timescale.

The written response may include:

• A summary of the complaint.
• What we reviewed.
• Our findings.
• Whether the complaint is upheld, partially upheld or not upheld.
• Any action we will take.
• Any apology, explanation or learning identified.
• What to do if the complainant remains dissatisfied.

7. Stage 3 — Review or Escalation

If the complainant remains dissatisfied with the Stage 2 response, they can request a further review.

The request should explain why they remain dissatisfied and what they feel has not been addressed.

Where appropriate, Heathview Pathways Ltd will arrange for the complaint to be reviewed again by a suitable person who was not directly involved in the original issue.

8. External Complaints

If a complainant remains dissatisfied after Heathview Pathways Ltd has had the opportunity to respond, they may be able to raise the matter externally.

Depending on the nature of the complaint, this may include:

• The relevant local authority or commissioning body.
• The Local Government and Social Care Ombudsman.
• The Information Commissioner’s Office, for data protection concerns.
• The relevant safeguarding team, for safeguarding concerns.

The Local Government and Social Care Ombudsman advises that people should usually complain to the organisation first and allow them a fair chance to deal with the complaint before escalating externally.

9. Safeguarding Complaints

If a complaint raises safeguarding concerns, Heathview Pathways Ltd will treat the matter seriously and may need to follow safeguarding procedures immediately.

This may include sharing information with local authority safeguarding teams, police, healthcare professionals or other relevant agencies.

If there is an immediate risk of harm, emergency services should be contacted on 999.

10. Confidentiality

Complaints will be handled confidentially and information will only be shared with those who need to know in order to investigate, respond, safeguard individuals or meet legal responsibilities.

11. Fairness and Respect

Heathview Pathways Ltd expects complaints to be handled respectfully.

We will not treat anyone unfairly because they have made a complaint or raised a concern.

Residents and professionals should feel able to speak up without fear of negative treatment.

12. Learning From Complaints

Complaints will be used to support service improvement.

Where appropriate, Heathview Pathways Ltd will review complaints to identify:

• Areas for improvement.
• Staff training needs.
• Communication improvements.
• Policy or procedure updates.
• Safeguarding or risk management learning.
• Property or accommodation issues.
• Service quality improvements.

13. Record Keeping

Heathview Pathways Ltd will keep appropriate records of complaints, investigations, responses, outcomes and any action taken.

Complaint records will be stored securely and handled in line with our Privacy Policy and data protection responsibilities.

14. Review

This Complaints Procedure will be reviewed annually or sooner if there are changes to service delivery, legal requirements, commissioning expectations, safeguarding procedures or organisational learning.