10th December 2017

Care complaints system criticised

In an examination of residential care homes the CMA has recommended that consumer protections are strengthened and complaints and redress processes enhanced.


By JTS Staff
Journal of Trading Standards' in-house team
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A new ‘Care homes market study’ by the Competition and Markets Authority has discovered that many residents and their representatives find it difficult to make complaints and seek redress. This is because the complaints system is perceived as ‘confusing and poorly signposted’, and residents and representatives fear reprisals.

The CMA concluded that residents are more vulnerable to unfair practices. It is now recommending that consumer protections are strengthened and complaints and redress processes enhanced.