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Complaints

 

Making a complaint

 

A complaint can be made: by telephone; by email; or in person.

All responses will be made / followed up in writing (preferably email).


Complaints can be made to:

Able Living Care Services 

01625 875865 

info@ablelivingcare.co.uk 


Complainants will receive an acknowledgement within 24 hours advising you who will be investigating the complaint. 


A complaint must be made no more than 12 months after: 

o The date the event occurred, or if later, 

o The date the event came to the notice of the complainant 

The time limit will not apply if Able Living Care Services is satisfied that: 

o The complainant can give a good reason for not making the complaint within that time limit; and 

o despite the delay, it is still possible to investigate the complaint effectively and fairly. 


Anonymous complaints will be recorded centrally and a senior manager will be assigned within 24 hours to investigate the complaint and carry out any actions required to prevent further complaints of a similar nature 


All complaints will be dealt with by a senior person within the care organisation. 


Complainants will receive (as far as reasonably practical): 

o Assistance to help them understand the complaints procedure; and 

o advice on where they may obtain such assistance. 


Able Living Care Services will only accept complaints from a third party under certain conditions: 

Either: 

o Where you know that the Service User has consented, either verbally or in writing; 

or: 

o Where then Service User cannot complain unaided and cannot give consent because they lack capacity within the meaning of the Mental Capacity Act 2005; and 

o The representative is acting in the Service User's best interests for example, where the matter complained about, if true, would be detrimental to the Service User. 


We aim to address all complaints within 28 days of receipt and will keep the complainant informed if this will be any longer. 


All complaint investigations will be completed within 6 months at the latest, unless a different time period has been agreed. This should only be done when there is a good reason for it. 


Once your complaint has been fully dealt with by Able Living Care Services, if you are not satisfied with the outcome you can complain to the Local Government Ombudsman (LGO). The LGO provides a free, independent service. You can contact the LGO Advice Team for information and advice, or to register your complaint: 

T: 0300 061 0614 

E: advice@lgo.org.uk 

W: www.lgo.org.uk 

The LGO will not usually investigate a complaint until the provider has had an opportunity to respond and resolve matters. 

Our service is registered with and regulated by the CQC. The CQC cannot get involved in individual complaints about providers, but is happy to receive information about our services at any time. You can contact the CQC at: 

Care Quality Commission (CQC) 
National Correspondence 
Citygate, Gallowgate 
Newcastle upon Tyne NE1 4PA

Tel: 03000 616161 


Able Living – independence in your own home with our quality care