Complaints policy and procedure
55.—(1) The service provider must have a complaints policy in place and ensure that the service is operated in accordance with that policy.
(2) The service provider must have effective arrangements in place for dealing with complaints including arrangements for—
(a)identifying and investigating complaints;
(b)giving an appropriate response to a person who makes a complaint, if it is reasonably practicable to contact that person;
(c)ensuring that appropriate action is taken following an investigation;
(d)keeping records relating to the matters in sub-paragraphs (a) to (c).
(3) The service provider must provide a summary of complaints, responses and subsequent action to the service regulator within 28 days of being requested to do so.
(4) The service provider must—
(a)analyse information relating to complaints and concerns, and
(b)having regard to that analysis, identify any areas for improvement.