1. Policy Overview

Akaal Care Services Limited is committed to delivering high-quality housing and support services to vulnerable individuals. We recognise that, despite our best efforts, concerns may arise. This policy ensures that all complaints are handled fairly, promptly, and transparently. Complaints are not seen as negative but as a valuable tool for learning, development, and continual improvement.

2. Policy Objectives

• To ensure all individuals, including tenants, families, staff, and stakeholders, have access to a clear and effective complaints process
• To uphold the principles of transparency, fairness, and non-retaliation
• To comply with legal and regulatory standards, including the Housing Ombudsman Complaint Handling Code, Care Quality Commission (CQC) standards (if applicable), and best practice guidance
• To identify and rectify service shortfalls and apply lessons learned across our organisation

3. What Is a Complaint?

A complaint is defined as:

“An expression of dissatisfaction, whether oral or written, about the standard of service, actions or lack of action by Akaal Care Services Limited, its staff or those acting on its behalf.”

This may include (but is not limited to):

• Delays or failures in service provision
• Staff behaviour or communication concerns
• Health, safety, or welfare issues
• Condition or suitability of accommodation
• Equality, dignity or respect-related concerns

4. Who Can Complain?

This policy is open to:

• Current or former tenants or service users
• Family members, carers, or advocates
• Staff or volunteers
• Partner agencies
• Members of the public affected by our services

Complaints can be made directly or via a representative with written consent.

5. How to Raise a Complaint

You can submit your complaint using any of the following methods:

Email:
📧 Contact@akaalcareservices.com

Post:
📍 Akaal Care Services Limited
Unit 7-8 Freeth St, Birmingham, B16 0QZ

In Person or Verbally:
Complaints can also be raised directly with a staff member. All verbal complaints will be documented in writing and confirmed with the complainant.

Support to Complain:
We will provide support or signposting to advocacy services upon request. This is especially important where the complainant may have communication difficulties or lack capacity.

6. Stages of Complaint Handling

7. Principles of Fair Handling

All complaints will be handled in line with the following principles:

• Confidentiality: Personal data will be protected as per the Data Protection Act 2018 & UK GDPR
• Impartiality: Investigators will be independent of the concern raised
• No Detriment: Complainants will not face any discrimination, eviction, or service changes as a result of raising a complaint
• Right to Representation: Complainants may be supported by a friend, family member, carer, or advocate
• Accessibility: We will accept complaints in writing, email, verbally, or via an alternative format where required (e.g. large print, translation, Easy Read)

8. Persistent or Unreasonable Complainants

In rare cases where a complainant’s actions are deemed unreasonably persistent or abusive, we reserve the right to:

• Limit contact to specific formats or staff members
• Place restrictions on communication
• Involve legal or external support if necessary

Any such action will be a last resort and clearly explained to the complainant in writing.

9. Learning from Complaints

We treat all complaints as an opportunity to:

• Improve service delivery
• Identify gaps in training or procedures
• Record lessons learned and changes implemented
  A quarterly review of complaints will be conducted by management and reported internally.

10. Monitoring & Review

This policy will be reviewed annually or sooner if required by:

• Regulatory changes
• Significant incident outcomes
• Housing Ombudsman guidance or legal updates

Akaal Care Services Limited will ensure that staff are trained to recognise, record, and resolve complaints in accordance with this policy.

11. Contact Us

If you wish to raise a concern, escalate a complaint, or need this policy in an alternative format, please contact:

📧 Contact@akaalcareservices.com
📍 Akaal Care Services Limited
Unit 7-8 Freeth St, Birmingham, B16 0QZ