BHC recognises that errors, misunderstandings, dissatisfaction and unexpected problems occur in all systems and services. Complaints may occur when a complainant feels decisions, behaviour or actions interfere with their rights or are unreasonable and inconsistent with the policies of BHC . In line with BHC’s values, BHC encourages a positive approach to Complaints handling and sees it as an opportunity to learn and continuously improve. Equally, BHC welcomes positive feedback that compliments staff on the way they deliver a service as it can be used to promote excellence within the organisation. This policy outlines the way BHC manages complaints about its service delivery, reviews the decisions it has made and manages compliments about service delivery for its Retirement Villages Portfolio. View RV Complaints and Feedback Policy