Our Aim

Matilda Ltd is committed to providing a quality service for its staff and service users and working in an open and accountable way that builds the trust and respect of all our stakeholders.

One of the ways in which we can continue to improve our service is by listening and responding to the views of our staff, service users and stakeholders — in particular by responding positively to complaints and putting mistakes right.

Therefore, we aim to ensure that:

• Making a complaint is as easy as possible
• We treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response
• We deal with it promptly, politely and, when appropriate, confidentially
• We respond in the right way – for example, with an explanation, or an apology where we have got things wrong, or information on any action taken
• We learn from complaints, use them to improve our service, and review our complaints policy and procedures annually

We recognise that many concerns will be raised informally and dealt with quickly. Our aims are to:

• Resolve informal concerns quickly
• Keep matters low-key
• Enable mediation between the complainant and the individual to whom the complaint has been referred

An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.

Preamble Definition

A complaint is defined as “any expression of dissatisfaction that relates to Matilda Ltd and that requires a formal response”.

Purpose

The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently, and wherever possible, resolved to the complainant’s satisfaction.

Matilda Ltd’s Responsibility

• Acknowledge the formal complaint in writing
• Respond within a stated period of time
• Deal reasonably and sensitively with the complaint
• Take action where appropriate

A Complainant’s Responsibility

• Bring their complaint, in writing, to Matilda Ltd’s attention normally within 8 weeks of the issue arising
• Raise concerns promptly and directly with a member of staff
• Explain the problem as clearly and fully as possible, including any action taken to date
• Allow Matilda Ltd reasonable time to deal with the matter
• Recognise that some circumstances may be beyond Matilda Ltd’s control

Responsibility for Action

All staff of Matilda Ltd.

Confidentiality

Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Matilda Ltd maintain confidentiality.

However, some complaints may involve circumstances that make full confidentiality impossible. In such cases, the situation will be explained to the complainant.

Monitoring and Reporting

Management of Matilda will receive and review an anonymised report of complaints made and their resolution annually to improve the service and implement necessary changes.

Formal Complaints Procedure – Stage 1

If you are unable to resolve the issue informally, you should write to the administrator so they have a chance to put things right.

If your complaint concerns a manager of Matilda Ltd, rather than a staff member, you should write formally to the individual concerned. In your letter, include:

• Details of your complaint
• The consequences for you as a result
• The remedy you are seeking

You can expect your complaint to be acknowledged within 4 working days of receipt, and a full response within 15 working days.

If you are unsure who to contact, send your complaint to Matilda Ltd’s Owner. Our contact details can be found on the Contact Us page of the Matilda Ltd website.

Formal Complaints Procedure – Stage 2

If you are not satisfied with the initial response, you can write to Matilda Ltd’s Owner and request a review of your complaint and the response.

The Owner will acknowledge your request within 4 working days and respond within 15 working days.

Some issues may require more detailed investigation. If so, you will receive an interim response explaining what is being done, by whom, and when you can expect a full reply.

Formal Complaints Procedure – Final Stage

If you are still not satisfied, you may write to the appropriate Awarding Body (e.g., CQC, NMC, Safeguarding) within 10 days of receiving the written response.

The Awarding Body will normally respond within 10 working days to inform you of the action that will be taken and when you can expect to hear the outcome of their investigation.

Note: If your original complaint was against the Owner of Matilda Ltd, the final stage will be handled directly by the appropriate Awarding Body.