The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009

Arrangements for the handling and consideration of complaints

3.—(1) Each responsible body must make arrangements (“arrangements for dealing with complaints”) in accordance with these Regulations for the handling and consideration of complaints.

(2) The arrangements for dealing with complaints must be such as to ensure that—

(a) complaints are dealt with efficiently;

(b) complaints are properly investigated;

(c) complainants are treated with respect and courtesy;

(d) complainants receive, so far as is reasonably practical—

(i) assistance to enable them to understand the procedure in relation to complaints; or

(ii) advice on where they may obtain such assistance;

(e) complainants receive a timely and appropriate response;

(f) complainants are told the outcome of the investigation of their complaint; and

(g) action is taken if necessary in the light of the outcome of a complaint.