This is a late add, hoping the links below may also proove helpful
Help for Duty of care - SHC34 3.2 handling complaints:
http://www.silkysteps.com/forum/showthread.php?t=12627
http://www.silkysteps.com/forum/showthread.php?t=14410
http://www.silkysteps.com/forum/showthread.php?t=15644
From
OCR.org.uk's Unit SHC 34
Responding to complaints includes:
listening to the complaint
giving the complainant time and respect
recording the information
reporting to a senior member of staff
accessing the Complaints Policy
ensuring the complainant has access to the Complaints Policy
ensuring the complainant knows what will happen next
Main points of agreed procedures for handling complaints include:
the Complaints policy is a recorded and documented procedure that is available
the complainant is listened to and respected
the Complaints Policy is time-based and the complaint is dealt with in a documented time-frame.
complaints are normally dealt with by nominated members of staff
the procedure is clear
There may be both formal and informal options.
There is also good reading for SHC 34 on page 44 & 45 of the
cache handbook preview - amazon.co.uk
Best wishes