Building Better Futures

1. Introduction
We always aim to provide a high standard of care in all our services.
Our Service Users’ views are important to us and help to ensure our services are consistently meeting people’s
needs. If you are unhappy with any of our services, it is important that you let us know.
If a complaint alerts us to possible abuse or neglect, we will tell the Council’s Adult Safeguarding Team. The
Safeguarding Team will decide how to investigate and monitor outcomes.

2. Making a Suggestion
Often people feel more comfortablesuggestingimprovements thancomplainingformally.Suggestions canbe made
by anyone receiving services, or their friends/family. To make a suggestion you can:
• Speak to the Manager or their Deputy
• Utilise available comments or suggestion boxes if you would rather make your suggestion that way
• If the suggestion is something that COOCI Associates LLP as a company needs to consider you can send it

to:
Registered Manager
COOCI Associates LLP
Riverside House
44 Wedgewood Street
Aylesbury
Bucks
HP19 7HL
UK
01844 221200

3. Making a Complaint
We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and
use valuable information from investigating to help us improve the service we provide. We treat all complaints in
confidence.

COOCI Associates LLPassures Service Users and their families that it will not withdraw or reduce services because
someone makes a complaint in good faith.

4. Who Can Complain
Anyone affected by the way COOCI Associates LLPprovides services can make a complaint.
A representative can make a complaint for the affected person if they:
• Have died
• Cannot make a complaint themselves, or
• Have given consent for the representative to act on their behalf
If you are not happy about making a complaint yourself and you do not know someone who can talk or write to us
on your behalf, we will be happy to find someone from an independent organisation to act as an advocate for you.

5. How You Can Make a Complaint

You can complain:
• In person
• By telephone
• Through a member of our staff
• Through an advocate or representative
Complaints Procedure for Service Users – QQ03 Page 2/3
COOCI Associates LLP
Riverside House, 44 Wedgewood Street, Aylesbury, Bucks, HP19 7HL, UK
Where someone complains verbally, we will make a written record and provide a copy of it within 3 working days
• By letter
• By email

6. Anonymous Complaints
We deal with anonymous complaints under the same procedure. However, it should be noted, if you provide contact
details, we can update you on the outcome of our investigation.

7. Responsibility
The Registered Manager has overallresponsibility for dealing with all complaints made about their service.
We will provide, as far as is reasonably practical:
• Any help you need to understand the complaints procedure
• Advice on where you may get that help
• Information about making a complaint in a way you can understand

8. How We Handle Complaints
The Registered Manager or COOCI Associates LLP may ask one of the management team to investigate the
complaint. That person will have enough seniority and experience to deal with the issues raised by the complaint.
We will formally acknowledge a complaint within 3 working days and give you the name and contact details of the
person investigating it.

We will keep you informed about the progress of the investigation. We aim to have all complaints finished within 28
working days unless we agree a different time scale with you.
When we have finished investigating, we will arrange to meet with you to discuss the outcome, and write to you with:
• Details of the findings
• Any action we have taken
• Our proposals to resolve your complaint

9. Time Limits
You should complain as soon as you can after the date on which the event occurred or came to your notice. If you
complain more than twelve months later, we may not be able to investigate properly. However, we will consider
whether you had a good reason for not making the complaint sooner and whether, despite the delay, it is still possible
to investigate the complaint effectively and fairly.

10. Further Steps
1. At any stage during the process, if you are not happy with the way COOCI Associates LLP is dealing with your complaint
you can contact the Registered Manager at:

COOCI Associates LLP
Riverside House
44 Wedgewood Street
Aylesbury
Bucks
HP19 7HL
UK

01844 221200

You can also contact your Local Authority Complaints Team to complain. You can contact the Local Authority

Complaints Team at:
Complaint Final Response Letter Template – QQ03 Page 1/1
COOCI Associates LLP
Riverside House, 44 Wedgewood Street, Aylesbury, Bucks, HP19 7HL, UK

Local Authority Complaints Team
Once we have dealt with your complaint, if you are not happy with the outcome you can refer your complaint to the
Local Government and Social Care Ombudsman and ask for it to be reviewed. The Local Government and Social
Care Ombudsman provides a free independent service.

You can contact them at:

TheLocalGovernmentandSocialCareOmbudsman
PO Box 4771
Coventry CV4 0EH
Tel: 0300 061 0614
Email: advice@lgo.org.uk
Website: https://www.lgo.org.uk/
Complaint form: https://www.lgo.org.uk/complaint-form
NB:TheOmbudsmanwillnotnormallyinvestigateacomplaintuntiltheproviderhashadanopportunityto
respond and resolve matters.

2. The services of COOCI Associates LLP are registered with, and regulated by, the Care Quality Commission. The
CQC cannot get involved in individual complaints about providers but is happy to receive information about services at
any time.

You can contact the CQC at:

CareQualityCommissionNationalCorrespondence
Care Quality Commission (CQC)
National Correspondence
Citygate, Gallowgate
Newcastle uponTyne NE1 4PA
Tel: 03000 616161
Fax: 03000 616171
Website: www.cqc.org.uk
*We can provide this policy in other languages or in other formats on request.