The Competition and Markets Authority (CMA) has published its finalised advice on consumer law compliance for care homes.

It has also published a short guide for businesses, an open letter to care homes and a short guide for residents and their families

The guidance covers the following main areas:

  • Upfront information – what information you should provide to prospective residents and their representatives, and when and how you should do so. 
  • Treating residents fairly – what you should do to ensure that your contract terms and the way you treat residents and their representatives are fair under consumer law. 
  • Quality of service – how to comply with your obligation to perform your services to residents with reasonable care and skill. 
  • Complaints handling – what you should do to ensure that your complaints handling procedure is easy to find, easy to use and fair.

This guidance is a useful resource for care homes. If care homes fall foul of the law, the CMA may take further action if it finds any care homes mistreating residents and breaking the law.

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