# CARE HOME COMPLAINT LETTER
Date: 14 October 2034
Parties: Elena Rossi and Willowmere Care Home
## 1. Purpose and parties
Elena Rossi submits this formal complaint on 14 October 2034 to Willowmere Care Home, 4 Orchard Road, Fenbridge FB2 9LA, about the care of her mother Sofia Rossi, a resident in Room 12. Sofia has authorised Elena to receive information and speak for her about care concerns.
## 2. Facts, scope and terms
On 2 October Sofia's medication administration record has no signature for the 08:00 dose of prescribed levothyroxine, although the evening entry is signed. On 6 October Sofia told Elena that a dose was late; Elena recorded the conversation at 18:20 and informed the nurse in charge.
## 3. Process and responsibilities
The home later said the medicine had probably been given but could not identify who administered it or at what time. Elena is not asserting that harm occurred or that a particular person is responsible. She asks the provider to establish the facts and assess any clinical risk with Sofia's prescriber.
## 4. Evidence, records and safeguards
The complaint also concerns communication. Elena received no written incident update until 11 October, and the update did not explain whether the record was corrected, whether Sofia was monitored, or what would prevent recurrence. Sofia's dignity and privacy should be protected during any investigation.
## 5. Review, escalation and outcome
Elena requests a named investigating manager, a medication-record audit for 1 September to 14 October, staff competency and handover checks, and a review of the care plan with Sofia. She asks for a written response addressing findings, learning, actions, responsible people and target dates.
## 6. Reservations and practical protections
The home should preserve the original MAR, electronic audit trail, incident report, rota, training records and relevant communications, while sharing information only on a lawful need-to-know basis. Elena will provide the dated note and will cooperate with the CQC complaints information route, but understands CQC does not resolve individual compensation claims.
## 7. England and Wales law and completion
This completed fictional complaint is dated 14 October 2034. It asks for the provider's published complaints procedure and response times, does not waive Sofia's rights under the Care Act 2014 or any clinical escalation, and asks the manager to contact Elena at 01632 555 031.