Complaints Policy

1. Purpose

Live In Care Partners is committed to providing a professional, respectful and reliable introductory service.

We welcome feedback and take complaints seriously. This policy explains how clients, families and carers can raise a concern about the service provided by Live In Care Partners.

2. Making a Complaint

Anyone can make a complaint about our service, including a client, family member, representative or live-in carer. Complaints can be made:

• verbally
• by telephone
• by email
• in writing

We will make reasonable adjustments where required to help someone make a complaint.

3. How We Handle Complaints

All complaints will be treated seriously, fairly and respectfully. We will:

• acknowledge the complaint
• listen to the concerns raised
• consider the information provided
• investigate matters relating to our own service where appropriate
• provide a response within a reasonable timescale
• use feedback to help improve our service

We will keep appropriate records of complaints and the actions taken.

4. Complaints About a Live-In Carer

Live In Care Partners is an introductory agency. Our role is to vet and introduce potential live-in carers.

Once an introduction has been made, the ongoing care arrangement is between the client/family and the live-in carer.

Where a complaint relates to the ongoing care, conduct or performance of a live-in carer, we will explain the limits of our role and, where appropriate, support the client or family to understand the next steps available to them.

Any concern that indicates a potential safeguarding issue will be taken seriously and dealt with in accordance with our Safeguarding Adults Policy.

5. No Discrimination

No one will be treated unfairly because they have made a complaint or raised a concern.

We will treat all complaints with dignity, respect and confidentiality.

6. Confidentiality

Information relating to a complaint will be handled sensitively and in accordance with our Data Protection & Confidentiality Policy.

Information will only be shared where appropriate and necessary.

7. Reviewing Complaints

Complaints and feedback will be reviewed to identify any learning or improvements that may be needed within our introductory service.

8. Policy Review

This policy will be reviewed at least annually or sooner if there are changes to legislation, guidance or the way Live In Care Partners operates.