Complaints Policy

Effective Date: 7 October 2025

Registered in England and Wales No. 16086351
Registered Office: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ
UK Head Office: Office 206, 2nd Floor, 85–87 Bayham Street, Camden, NW1 0AG
Malta Head Office: Office 171, Triq San Tumas, Il-Fgura, Malta

1. Purpose

Huntley Care Limited (“Huntley Care”, “we”, “our”, “us”) is committed to providing high-quality, person-centred care.
This Complaints Policy ensures that all clients, carers, staff, and other stakeholders can raise concerns, complaints, or grievances in a fair, transparent, and timely manner, in accordance with UK and Maltese law and best practice in health and social care.

2. Scope

This Policy applies to:

All Huntley Care services, including homecare, nursing, and training;
All clients, family members, staff, contractors, and third parties;
All locations in the UK, Malta, and other jurisdictions where Huntley Care operates.

3. Principles

Huntley Care is committed to:
Treating all complaints seriously, respectfully, and confidentially;
Ensuring complaints are investigated thoroughly and impartially;
Providing timely responses and corrective action where necessary;
Maintaining compliance with regulatory obligations, including the Care Quality Commission (CQC, UK) and Social Care Standards Authority (Malta).

4. Making a Complaint

Complaints may be submitted:

In writing: complaints@huntleycare.com
By telephone: UK +4420 8049 1767 Malta: +356 276 333 19
In person: at any Huntley Care office.

Complaints should include:

Your name and contact details;
Details of the incident or concern;
Relevant dates, locations, and persons involved;
Desired outcome, where appropriate.

5. Internal Complaint Procedure

Acknowledgement: All complaints will be acknowledged within 3 working days.
Investigation: The matter will be investigated by the Registered Manager or an appointed senior officer.
Response: A formal written response will be provided within 20 working days.
Action: Appropriate corrective measures will be implemented, and lessons learned shared with relevant staff.

6. Escalation

If the complainant is dissatisfied with the response:

In the UK:

Complaints may be escalated to the Care Quality Commission (CQC): www.cqc.org.uk

In Malta:

Complaints may be referred to the Social Care Standards Authority (SCSA): www.scsamalta.org

All escalated complaints will be handled in accordance with regulatory guidance.

7. Confidentiality and Record-Keeping

All complaints and investigations are treated confidentially.
Records are retained securely for a minimum of 6 years or longer if required by law or regulation.

8. Rights and Responsibilities

Complainants have the right to a fair, timely, and transparent process;
Staff have the responsibility to cooperate fully with investigations;
Huntley Care will take all reasonable steps to prevent retaliation against complainants acting in good faith.

9. Review and Continuous Improvement

The Complaints Policy will be reviewed annually or as required by law.
Trends and lessons learned from complaints will be used to improve services, policies, and staff training.