Compliments and complaints

Your feedback matters

Your feedback is so important to us.

Whether you're receiving support, you're a family member, or a healthcare professional involved in someone’s care, your experiences help us grow, improve, and celebrate success.

We welcome all feedback, whether it’s things you think we’re doing brilliantly or things you feel we could do better. And we believe the process should always be simple, respectful, and person-focused.

Why your voice counts

At the heart of everything we do is the person we support. Their experience, and the experience of those close to them, matters more than anything else.

We aim to be known for delivering extraordinary care and support, and for celebrating the positivity, individuality, and ambition of each person. To keep achieving that, we need to listen, learn, and work together.

Whether you're part of a person's life or involved professionally, we know how important trust and quality are to you. Quality is the thread that runs through everything we do — and we’re committed to always learning, developing, and improving.

With your insight, we can keep raising standards and supporting our teams to be the very best they can be.

Compliments

We love to hear when things go well.

Every day, our teams do incredible work, and your kind words make a real difference.

If someone has done something positive (big or small) we want to hear about it. We'll always try to make sure they receive your compliment and get the recognition they deserve.

Use our feedback form to leave a compliment. We’ll share it with the team involved and celebrate what’s working well.

Concerns or complaints

We take all feedback seriously, the good and the bad.

If something hasn’t gone to plan, or if you feel we've fallen short of the standards you expect, please let us know. We want to put it right and make sure we learn from the experience.

We work in partnership with the people we support, their families, and other professionals to improve and grow.

How to raise a concern

Speak to the local manager

Ideally, we resolve concerns through discussion, collaboration and open conversations. If you can, please raise your concern with the relevant Manager of the service that you have a concern about. Most concerns can be resolved quickly through open, honest conversations.

If you are not sure who to contact, or if your attempt to resolve a concern through local conversation has not been successful, please use our feedback form and we’ll contact you to discuss and help resolve the issue. You’ll receive an acknowledgement within 3 working days and a full response within 20 working days.

Our 2-stage complaints process

Stage 1 – Local response

This will be handled locally. As above, we encourage you to speak with the Manager of the service, in person, by phone or in writing. Most concerns can be resolved quickly through a good conversation.

Your complaint will be logged and tracked centrally. It will be acknowledged within 3 working days and responded to within 20 working days.

Stage 2 – Area/Registration team

If you’re unhappy with the outcome at Stage 1, your outcome letter will explain who to contact next. You can also call us on 0800 090 2478 or email qualityalerts@lifeways.co.uk.

Your complaint will be logged and tracked centrally. As with stage 1, it will be acknowledged within 3 working days and responded to within 20 working days.

Want to remain anonymous?

If you do not wish to leave your contact details and would like to remain anonymous, we will still explore your feedback and take action accordingly.

 

Share your feedback with us