Complaints Policy

Who this is forClients, families and representativesVersion1.0Last updated28 September 2026Next reviewSeptember 2027Complaints contactIfe Ladejobi ife.ladejobi@livinghopesmartcare.co.ukWorried that someone is being harmed or neglected?If someone is in danger now, call 999. For any other safeguarding worry, please see our Safeguarding Policy or contact our safeguarding lead. Safeguarding concerns are handled separately from ordinary complaints, and we act on them straight away.

When you use Living Hope Smart Care, you have the right to:•     Be treated with dignity and respect at all times, by everyone who works for us•     Feel safe and be protected from abuse, neglect and exploitation•     Make your own decisions, including ones other people might disagree with. If you need help to decide, we will support you to do that.•     Understand what you are agreeing to. We explain our services and prices clearly and in writing before you commit, in a format that works for you.•     Cancel at any time, with no notice period and no penalty•     Privacy. We keep your information confidential and only share it when you agree, or when the law or your safety requires it.•     Know how you are monitored. You can ask what our remote monitoring records, who sees it and how long we keep it, and you can ask us to switch it off. Complaints relating to remote monitoring technology, alerts, data accuracy, or monitoring decisions will be investigated in conjunction with relevant technology providers where appropriate.•     Have someone with you. You can bring a relative, friend or independent advocate to any conversation with us, or ask them to speak for you.•     See and correct your information. You can ask for a copy of the personal information we hold about you.•     Complain without fear. You will never be treated worse for raising a complaint or concern.

You can complain about anything: how a helper behaved, a bill you do not understand, or anything else. You can complain yourself or ask someone else to do it for you. You can do it by phone, email, letter, or in person. We will make reasonable adjustments to help you make a complaint, including providing information in accessible formats and supporting you to communicate in the way that suits you best.ContactDetailsPhone01403 586 115Emailhello@livinghopesmartcare.comPostRH12 3GHWho will deal with itIfe LadejobiTo help us, it is useful to tell us what happened, when, who was involved, and what you would like us to do. If you do not have all the details, tell us anyway.

We will confirm that we have received your complaint within 3 working days. All complaints are recorded, investigated, and retained in accordance with our privacy policies.Someone who was not involved in the matter will look into it, where we can arrange this.We will keep you updated and give you a full written reply within 20 working days. If it takes longer, we will tell you why and when to expect an answer.Our reply will explain what we found, what we will do about it, and what you can do if you are still unhappy.We will use every complaint to look at how we can do better.

You can take your complaint outside Living Hope Smart Care. You may be able to contact:•     In England: Depending on the circumstances of your complaint and how your care is funded or arranged, you may be able to refer your complaint to the Local Government and Social Care Ombudsman if you remain dissatisfied after our complaints process has been completed.•     In Wales: the Public Services Ombudsman for Wales.•     Your local council, especially if it arranges or pays for your support.•     The Information Commissioner's Office (ICO), if your complaint is about how we handle your personal data.•     An independent advocate, who can support you through the process for free. Your local council or a charity such as Age UK, Citizens Advice or Mind can point you towards one.Ombudsmen have their own rules about what they can look at and time limits, so check their websites or call them for advice.

If your complaint is about how we have handled your personal information, we will deal with it under this policy and our Privacy Policy. We will acknowledge it promptly, look into it without undue delay, and tell you the outcome. You can also complain to the ICO at any time, using the details above.

ContactDetailsDesignated Safeguarding LeadIfe LadejobiEmergency999Police, not urgent101Concerns about a child (NSPCC)0808 800 5000