Complaints Policy

Please read our complaints policy.

Complaints Policy

We insist that all complaints are dealt with sensitively, promptly and positively. If you wish to read our policy in full, please call our office on 020 8087 2914 or send an email to enquiries@livingwayscare.co.uk A member of our team will also be pleased to talk you through our procedure. A complaint may be made verbally or in writing to your Care Coordinator, Livingways Care Services’ office or Livingways Care Services Head Office (Office 18, 2nd Floor 64-66 Wingate Square Clapham Old Town London SW4 0AF).
You can also email us at enquiries@livingwayscare.co.uk Where a complaint is made, we will send a formal acknowledgement of the complaint to the complainant within 3 working days. This may be by letter or email. The acknowledgement will include:
  • An invitation to meet and discuss the complaint.
  • The name of the allocated investigating officer who will handle the complaint.
  • How the investigation will be handled, including what it will focus on.
  • A time limit for the investigation to be concluded. Our aim is to deal with and resolve the complaint within 28 working days unless an in-depth investigation is necessary due to the complexity of the complaint. Where an in-depth investigation is required, arrangements will be agreed with the complainant for the frequency and format of updates.The complaints procedure and contact details of bodies that can be accessed in the event of dissatisfaction with the outcome of the investigation. Following our full investigation, a response letter will be sent to the complainant including:
  • A presentation of the findings
  • A conclusion, stating whether the complaint is upheld, partially upheld or not upheld.
  • An explanation of the outcome, remedial actions and learning points.
  • An apology where the complaint is upheld, and shortcomings or failings have been found.
If the complainant is dissatisfied with the outcome of a complaint or does not want to express their concerns directly to their Care Coordinator, Care Manager or Livingways Care Services’ office, it can be raised with Livingways Care Services’ Quality Team by calling 020 8087 2914.
Escalating Complaints
At any stage of the complaints procedure, the complainant has the right to escalate their complaint to:
The Care Quality Commission via:
Care Quality Commission (CQC),
National Correspondence,
Citygate, Gallowgate, Newcastle-upon-Tyne,
NE1 4PA
Email: enquiries@cqc.org.uk
Telephone: 03000 616 161
Website: www.cqc.org.uk
The Local Government and Social Care Ombudsmen:
Once the complaint has been fully dealt with by Livingways Care Services, if the complainant is still not satisfied with the outcome, the complaint can be referred to the Local Government Ombudsmen.
The Ombudsmen provides a free, independent service. Their advice team can be contacted for information and advice, or to register the complaint via:
PO Box 4771,
Coventry, CV4 0EH
Email: advice@lgo.org.uk
Telephone: 0300 061 0614
Web: www.lgo.org.uk

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