How to make a complaint

If you wish to make a complaint, this can be done by telephone, in person or in writing. You may wish to raise your complaint with the Registered Manager of Mujtaba Limited.

The Registered Manager is responsible for investigating complaints, and for ensuring that all complaints are dealt with. If you feel it is necessary to complain directly to the Registered Manager, please contact:
Mustafa Nawaz Khan

Address: 68 Walpole Road, London, N17 6BL

Email: mujiidental@hotmail.com

If your complaint is made by telephone or in person, we will make a written record of your complaint and will provide you with an acknowledgement letter within 10 working days. You are fully entitled to make your complaint in writing. Our letter of acknowledgment will contain the name of the person who will investigate your complaint.

How your complaint will be investigated

Your complaint will be thoroughly investigated. This will be done within 20 working days, and we will provide you with a written response detailing the outcome of the investigation and any action that has been taken.

During the investigation, the Registered Manager will need to collect and examine evidence in a variety of ways. This may include carrying out interviews, looking at written records and documentation and they may wish to visit you or speak to you over the phone.

The Registered Manager will keep you informed about the progress of the investigation, either by telephone or in writing.

If the matter of the complaint is particularly complex it may take longer than 20 working days to investigate. We will let you know about the delay, and a new date for the conclusion of the investigation will be agreed.

Any communication about your complaint, and the outcome of the complaint, will always be conveyed to you in writing. All investigations regarding complaints must be concluded within 6 months.

If you are dissatisfied with the outcome of your complaint
After Mujtaba Limited has fully dealt with your complaint and if you are not satisfied with the outcome, you may wish to complain to the Local Government Ombudsman (LGO). The LGO provides a free, independent service and can be contacted for advice, guidance or to register a complaint. The contact details for the Local Government Ombudsman are:

PO Box 4771
Coventry, CV4 0EH
Tel: 0300 061 0614
Email: advice@lgo.org.uk
Website can be found here

Mujtaba Limited is registered with and regulated by the Care Quality Commission (CQC). The CQC is happy to receive information about our service at any time. The Care Quality Commission can be contacted as follows:

National Customer Service Centre
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA
Tel: 03000 616161
Email: enquiries@cqc.org.uk

Complaints from Representatives

We will only accept complaints from a patient’s representative if they have the consent of the patient; or when the patient cannot complain unaided. The representative must always be acting in the patient’s best interests.

Anonymous Complaints

Any complaints that are made anonymously will be taken seriously and the details of the complaint documented. If you make an anonymous complaint, it will be investigated but we will not be able to provide you with details of the outcome.

Recording of Complaints

Finalised complaints are kept at our office; and the details of all individual complaints are logged on our Complaints Control Spreadsheet.

Advocacy

If you require assistance in understanding this procedure or support in making your
complaint, we can provide you with details of local advocacy services. Please contact the Registered Manager for further information.

Annual Development Plan

Mujtaba Limited completes an Annual Development Plan. This Plan is completed so that we can assess our historic performance and improve on it during the following year. It is only through this on-going review that we can develop and improve what we provide for our patients. 

Complaints are one of the areas that we review as part of the Annual Plan. We specifically consider the following:
•    The type and number of complaints received
•    The subject matter of the complaints
•    The outcomes of the complaints
•    Thereafter, we issue recommendations

This report will be shared with the management team within the organisation and will be used to review the service.

Complaints regarding the Registered Manager

In most cases, the Registered Manager is responsible for receiving, investigating, and responding to complaints. However, to maintain transparency and impartiality, any complaint made about the Registered Manager will follow an alternative, independent process to comply with the requirements of the Care Quality Commission (CQC).

Escalation  

As Mustafa Khan is both the nominated individual and the registered manager, if a complaint is made against or involving the Registered Manager, to avoid any conflict of interest please direct complaints directly to the CQC using the following contact details; 
•    03000 616161 
•    enquiries@cqc.org.uk 
•    CQC website 
  
This ensures that the Registered Manager has no involvement in investigating complaints about their own conduct, in line with Regulation 16 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. 
  
If the CQC agree to investigate then they will send a written response within 5 working days, you can find more information here. 
 

Escalation Options

If the complainant remains dissatisfied with the outcome, they may escalate the matter to:
•    The Care Quality Commission (CQC) (for concerns about safety, regulation or leadership)
•    The Local Government and Social Care Ombudsman (LGSCO) (if the care was publicly funded)
•    The funding authority or commissioner (e.g. local authority or NHS)
•    Any relevant professional or regulatory body

We will provide contact details and support for the complainant to escalate if requested.

Confidentiality, Fairness and Protection from Retaliation
•    All complaints will be handled confidentially, and in accordance with our Data Protection and Whistleblowing policies.
•    The Registered Manager will be informed of the complaint and given a right to respond, unless this compromises the safety or integrity of the process.
•    All parties involved will be treated fairly and with respect. No person will suffer detriment for raising a concern or making a complaint in good faith.

Complaints from Employees

If an employee wishes to make a complaint about Mujtaba Limited; or any aspect of our work, this must be raised as a grievance and not via this complaints policy. Please speak to the Registered Manager who can provide you with a copy of the Grievance Procedure.