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Complaints Procedure

General Policy

It is B&M Care’s policy that all comments, suggestions and complaints are dealt with quickly and effectively.

B&M Care shall make every effort to provide the best possible service, however, there may be occasions when people are dissatisfied with the service.

B&M Care recognises the right of all residents, relatives, representatives and members of staff to inform us of any concerns or complaints they may have.

B&M Care strives to continually improve its services, therefore all comments, suggestions and complaints, regardless of their nature, will be treated seriously and addressed through our complaints procedure.

B&M Care’s general policy is based on the requirements of the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009.

Principals and Goals

B&M Care is committed to the six principals of good practice in the management of complaints as identified by the Health Services Ombudsman:

  • Getting it right
  • Being customer-focused
  • Being open and accountable
  • Acting fairly and proportionately
  • Putting things right
  • Seeking continuous improvement

The goals of B&M Care’s complaints procedure are to:

  • Take a flexible approach towards handling individual complaints to focus on the needs and wishes of the people involved.
  • Keep the procedures simple so that it is much easier for people to share experiences and of service to respond.
  • Make sure that a person’s experiences help us to improve services.