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Complaints and Compliments

If you should have a complaint or compliment with the care we are supplying, please contact our Glastonbury or Westbury offices as soon as possible. You can make a complaint by telephone, in person or by e-mail. The address and telephone numbers for both offices are on the back of this booklet. If contacting us by email please use the following email address for complaints: complaints@lifelinehomecare.co.uk

Any compliments received will be passed on to the relevant member of staff and will be added to their personnel record to form part of their yearly appraisal.

If you have a complaint, we will endeavour to resolve your complaint as quickly as possible and keep to you updated of the progress of the complaint and the results of our findings. We aim to acknowledge any complaint from a client by the appropriate manager within 3 working days and complete most investigations within 28 days. We will endeavour to investigate all anonymous complaints as fully as possible.

A complaint must be made no later than 12 months after the date the event occurred or, if later, the date the event came to the notice of the complainant. The time limit will not apply if Lifeline Homecare is satisfied that the complainant can give a good reason for not making the complaint within that time limit, and despite the delay, it is still possible to investigate the complaint effectively and fairly.

Once your complaint has been fully dealt with by a manager of Lifeline Homecare, 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. We will provide you with all contact details should you require them.

In the event of a client making a complaint against a carer, the company will, depending on the seriousness of the complaint:

1. Discuss the complaint with the carer/client and resolve it, allowing the carer/client relationship to continue.

2. Move the carer to another position, if one is available.

3. Suspend the carer pending further investigations

Following option 2, the situation may be resolved and no further action taken. However if further complaints against a carer arise then the carer will be called to the office to discuss the situation and the carers future within the company.

Where a carer has been suspended, the company will endeavour to check the allegations and if the allegations are found to be supported then the carer will be dismissed. If the allegations are found to be unsubstantiated then the carer may be re-employed. The company's view shall be final.

You can contact us by telephone or by email:
Telephone

01373 823105 or 01458 832692

Email

Click here to email us directly

Lifeline Homecare is always looking for committed, high-quality staff.

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Homecare leaflet

Lifeline Homecare's new leaflet can be downloaded and printed out for your convenience.

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Some frequently asked questions that we get from people about our homecare services.

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