ICE is committed to providing services that meet, and if possible, exceed client’s expectations. However, sometimes things can go wrong, and, in these situations, we are committed to hearing feedback and learning from their experience.
ICE Creates adopts a positive approach to complaints and feedback. We view complaints as an opportunity to learn, improve services and strengthen outcomes for service users, commissioners and partners.
We hope that any problems raised can be dealt with promptly, just by talking to a member of staff however, in some occasions the individual may wish to take it further. This document explains how any service user, participant, stakeholder, partner organisation or member of the public can raise a complaint and how ICE Creates Ltd will respond.
This complaints policy outlines the process by which complaints will be handled when raised by or on behalf of service users. The organisation recognises that many of the service users, participants or clients served may find difficulty in expressing their concerns and all staff need to encourage people to state their opinions.
A high quality of service provision should reduce the necessity for service users to complain, but it is important that service users, participants and clients are encouraged to comment directly about the standards and quality of the services provided.
The primary function of the framework is to ensure that procedures are in place to address the concerns of users of the service. This will include:
Assurance that the matter has been looked into and action has been taken to prevent the same thing happening again.
The secondary function is to ensure that information, findings and recommendations are fed back to services to help improve quality standards.
ICE Creates Ltd is committed to ensuring that all individuals can raise concerns, complaints and feedback without fear of discrimination or disadvantage. Reasonable adjustments will be made to support people with disabilities, sensory impairments, learning disabilities, mental health conditions, language barriers or other communication needs. Complaints can be received in alternative formats and through a range of communication channels to ensure accessibility and inclusion. We will monitor complaints information where appropriate to identify and address any potential inequalities in access to our services.
In line with this document, all staff will be required to understand and adhere to the framework at all times. In particular this includes being able to resolve complaints informally; raise any complaints made with the service manager; assist openly in complaints investigations; implement quality improvement recommendations.
Service managers will be responsible for managing local complaints, following this framework at all times. They will be responsible for reporting any complaints received to the Director of Health and Lifestyle Services in a timely manner; investigating local complaints; responding to service users; implementing quality improvement plans.
This framework is led by Jayne Prendergast as Director of Health and Lifestyle Services, who for the purpose of this approach will act as the formal ‘Complaints Manager’ for ICE Creates. This includes ensuring HLS services adhere to the policy at all times; annual review of the framework; production of an annual complaints report; investigating complaints that require senior level support; signing off all complaints letters and quality improvement plans.
As the Board member responsible for Health and Lifestyle Services, Joanne Sedgwick will ensure that the Executive Directors are kept informed of the outcome of any complaints and complaints investigations. This will include learning is shared and that senior leadership supports staff and services in learning from complaints.
Complainants are encouraged that, as soon as possible after they realise there is a problem, to contact a member of staff – ideally the person they usually deal with – by phone or in person explaining what the problem is and how they would like the matter to be resolved. The member of staff will speak to, or arrange to meet, within two days or at a later time with the Complainant. The purpose of this session will be to talk about the complaint and work to find a solution. If it is not possible to resolve the complaint at this meeting or if it’s felt by either party that it’s not appropriate to resolve the complaint informally, then the service user has the right to take the matter further using one of the formal routes below.
Where appropriate, concerns and complaints may be used, in anonymised form, alongside service user feedback, compliments and engagement findings to inform continuous service improvement and co-production activities.
If a complaint cannot be resolved at Stage One, Complainants can make a formal complaint by contacting the relevant Line Manager in writing, clearly stating that they are making a complaint. We will acknowledge the complaint within 5 working days. We will look into the complaint within 20 working days at which point we will inform the Complainant what we intend to do to resolve the matter.
Complaints may be submitted by:
Assistance will be provided to any individual who requires support to make a complaint.
Because the NHS funds the service we provide, service users have a right to make a complaint directly to their local NHS Provider. The Provider will investigate their complaint in accordance with their complaint’s procedure. We will cooperate fully with their investigation to help find a satisfactory resolution.
If the service is commissioned by the NHS, complainants may also access information regarding the NHS Complaints Procedure through NHS England or the relevant Integrated Care Board.
Period within which complaints, issues and concerns can be made
The period for making a complaint, issue or concern is:
or
On receipt of the agreed investigation report, a response to the complaint will be drafted by the Line Manager in partnership with the Board of Directors. The response to the complaint should be in plain English and free from jargon.
Responses may be provided in writing, electronically, by telephone or through an agreed alternative communication method where this better meets the needs of the complainant.
The written response should include a summary of the investigation report. This report should:
All complaints will be handled confidentially and in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and ICE Creates’ Information Governance policies. Information relating to complaints will only be shared with those directly involved in managing, investigating or resolving the complaint. Complaint records will be retained in accordance with the organisation’s Records Retention Schedule.
Complaint records will normally be retained for the period specified within ICE Creates’ Records Retention Schedule unless a longer retention period is required by law or contractual obligations.
ICE recognises that complainants have the right to raise concerns. However, where a complaint becomes unreasonable, abusive, harassing or excessively repetitive, the organisation may implement reasonable measures to manage communication whilst ensuring the complaint receives fair consideration. Any such decision will be proportionate, documented and authorised by a senior manager.
For services commissioned by local authorities, complainants may also be advised of their right to refer matters to the Local Government and Social Care Ombudsman where appropriate.
ICE Creates welcomes compliments and positive feedback regarding its services and staff. Positive feedback will be shared with teams and used to recognise good practice, improve morale and identify successful approaches to service delivery.
Responses may be provided in writing, electronically, by telephone or through an agreed alternative communication method where this better meets the needs of the complainant.
Key to an effective complaint’s framework will be the way in which the outcomes of complaints investigations are shared across the appropriate parts of the organisation. All improvement plans will be audited and monitored for effectiveness, and learning shared with the Board and relevant staff/managers for action.
In addition to local service improvement actions, complaint themes and trends will be reviewed by the Senior Leadership Team and reported through organisational governance processes. Lessons learned will be used to improve service quality, staff training, policy development and service user experience.
This policy has been developed with reference to:
This Complaints Policy will be regularly reviewed and updated as necessary. The management team endorses these policy statements and is fully committed to their implementation.
This Complaints Policy has been approved & authorised by:
Name: Joanne Sedgwick
Position: Finance and Operations Director
Date: August 2026
Signature:
