Handling complaints for cross-border placements

Where the complaint relates to the provision of care by the care provider, the complaint should normally be made to the care provider in the first instance. The complaint should then be dealt with according to the complaints process of the provider as governed by the applicable legislation, which will normally be the legislation of the country into which the individual has been placed.

Complaints regarding the first authority and the care plan should be dealt with by the first authority in accordance with the relevant legislation of that country of the UK. Complaints regarding the second authority should be dealt with by the second authority.

If the complaint relates to the provision of health care, in most cases it should be dealt with according to the legislation governing such complaints in the relevant country where the care is being provided. If the complaint refers to the funding of NHS-funded nursing care, it should be dealt with by the funding authority (see above). If referral to the health ombudsmen is necessary this should be made to the ombudsmen whose investigation the provider or authority in question is subject to, in accordance with the governing legislation.

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  • Cross-border placements