Guide to complaints handling launched

The Chartered Trading Standards Institute (CTSI) has launched a complaints guidebook for the UK care homes industry.

The Care Home Complaints guide contains chapters on consumer law, designing a complaints process, handling internal complaints, external investigations and staff training. 

In 2018, the Competition and Markets Authority (CMA) Care Homes Market Study, found that many residents and their representatives found it difficult to make complaints directly to care homes, and perceived the complaints processes to be unclear, complicated and confusing.

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