Complains Policy

Khupe Legal Services Trading as KTRIO Consultancy

1. Purpose

At Khupe Legal Services trading as KTRIO Consultancy, we are committed to delivering professional, high-quality consultancy services to health and social care providers setting up
domiciliary care, supported living, and Ofsted-registered provisions. This Complaints Policy is designed to ensure that all grievances, concerns, and complaints
raised by our clients, partners, and stakeholders are managed promptly, fairly, and transparently. We aim to foster a culture of continuous improvement by valuing feedback and using it to
enhance service delivery, client satisfaction, and compliance with legal standards.

2. Scope

This policy applies to all external complaints made by:

• Existing or former clients
• Regulatory bodies
• Partner agencies
• The general public, where relevant
  The policy covers concerns related to:
• The quality of our consultancy advice or services
• Behaviour or professionalism of staff
• Non-compliance with agreed deliverables or deadlines
• Confidentiality breaches or data handling concerns
• Any other dissatisfaction related to KTRIO Consultancy’s work or conduct
  

3. Responsibilities

To ensure complaints are handled efficiently and equitably:

• Complainants are expected to raise concerns promptly, provide relevant evidence
  where possible, and engage respectfully in the resolution process.
  
• Project Managers are the first point of contact for receiving and logging complaints.
  They will attempt early resolution wherever possible.
  
• Operations Manager oversees complaints that are not resolved at the project level
  and ensures consistency and policy adherence.
  
• Compliance Lead handles escalated complaints, ensuring impartiality, legal
  compliance, and independent review.
  
• Senior Management is responsible for governance, periodic review of complaints
  data, and implementing improvements across the organisation.
  You may insert the names and contact details of the above personnel here:
  
• Project Manager: ___________________________ | Email: __________________
  
• Operations Manager: ________________________ | Email: __________________
  
• Compliance Lead: ___________________________ | Email: __________________
  

4. Complaint Submission

We encourage complainants to raise concerns at the earliest opportunity. Complaints may
be submitted via:

• Email: info@ktrioconsultancy.co.uk
  
• Online form: Available at [your website URL]
  
• Written letter: KTRIO Consultancy, Richmond House, Redvers Close, Leeds,
  England, LS16 6QY
  
• Telephone: [insert phone number] (followed by written confirmation, if required)
  A complaint should include:
  
• The nature of the complaint
  
• The name(s) of any staff involved (if applicable)
  
• Date(s) of the incident or interaction
  
• Supporting evidence or documentation
  
• Desired resolution (if known)

5. Complaint Handling Process

We follow a structured, six-stage process:

1. Acknowledgement
Within 3 working days of receiving your complaint, the designated Project Manager will
acknowledge receipt in writing and provide a reference number. You will be informed of the
expected next steps and timeframe.
2. Initial Review
The Project Manager will conduct a preliminary review within 5 working days to determine
whether the issue can be resolved informally. If appropriate, you may receive a direct
resolution or an apology without a full investigation.
3. Investigation
If further investigation is required, the matter will be escalated to the Operations Manager,
who will:
Review all documentation and communications
Interview relevant staff members
Ensure that the investigation is impartial, confidential, and thorough
We aim to complete investigations within 15 working days, although complex cases may
take longer. You will be kept informed of progress regularly.
4. Independent Review (if unresolved)
Should you remain dissatisfied, you may request a review by the Compliance Lead. This
individual will independently reassess the investigation and determine whether proper
procedures were followed and whether the proposed resolution is appropriate.
5. Final Response
A written response detailing the findings, actions taken, and proposed redress will be issued
within 30 calendar days from the date of complaint receipt, unless a longer timeframe is
agreed with you due to complexity.
6. Referral to Ombudsman or Regulator
If the issue remains unresolved, you may escalate the matter externally to an independent
body. Contact details will be provided in the final response. For example:

Local Government and Social Care Ombudsman
Website: www.lgo.org.uk
Phone: 0300 061 0614

6. Resolution and Redress

We are committed to fair and proportionate remedies. These may include:
An apology
Corrective actions (e.g., delivery of missing services or adjustments to
documentation)
Refunds or partial reimbursement (if applicable)
Service improvements or changes to processes
All outcomes will be decided on a case-by-case basis, considering the severity of the
complaint, contractual agreements, and evidence provided.

7. Review and Continuous Improvement

We treat complaints as a valuable source of feedback. All complaints will be:

• Logged in our Complaints Register
  
• Reviewed quarterly by the senior management team
  
• Analysed for trends or systemic issues
  
• Used to identify training or policy improvements
  The Complaints Policy will be reviewed annually to ensure compliance with legal obligations,
  alignment with industry best practices, and responsiveness to stakeholder feedback.
  Confidentiality and Data Protection
  We handle complaints in accordance with the UK General Data Protection Regulation (UK
  GDPR) and the Data Protection Act 2018. All personal data provided in connection with a
  complaint will be processed lawfully, kept confidential, and only shared with those directly
  involved in the resolution process.

Accessibility
We are committed to making our complaints process accessible to everyone. If you require
this policy in a different format (e.g., large print, audio), or if you need assistance in making a
complaint, please contact us