Complaints Audit

Rows	Number	Comparison to Previous Month Increase/Decrease
Number of Complaints received in the last month:
Number of Complaints resolved at Stage 1 of the Complaints Policy and Procedure:
Number of Complaints that required reports/notifications to the Local Authority Safeguarding/Care Quality Commission:

Rows	Met	Not Met	Action Required	Responsibility	Target Date	Completed Date
Have all complaints been investigated?
Have complaint acknowledgments been provided to complainants?
Have full responses been provided to complainants?
Have management reports been completed for complaints received?
Have timescales for managing complaints been met?
Have complaints been analysed for lessons learned?
Have changes been made to practice as a result of complaints received?
Has the Complaints Log/Register been updated?

Rows	Met	Not Met	Action Required	Responsibility	Target Date	Completed Date
Have clients been provided with information about how to complain?
Is information about how to complain available at the service office and on the company website?
Does the complaint information provide details of who to complain to within the organisation?
Does the complaint information provide details of external contacts including the Local Government and Social Care Ombudsman?
Is complaint information provided in accessible formats to meet clients’ communication needs?
Are clients supported to make complaints?

Rows	Met	Not Met	Action Required	Responsibility	Target Date	Completed Date
Is the Complaints Policy up to date?
Does the Policy contain details of who is responsible for managing complaints, including escalation?
Does the Complaints Policy contain details of external contacts including the Local Government and Social Care Ombudsman?
Is the Complaints Policy accessible to all staff?

Rows	Met	Not Met	Action Required	Responsibility	Target Date	Completed Date
Are new staff provided with complaints training as part of their induction?
Have staff with responsibility for managing complaints received training?
Is the complaints training up to date?