Complaints Policy

Our approach

We want to know when something is not right. If you are unhappy with any part of our service, telling us gives us the chance to put it right and to improve.

Complaints are free to make and are taken seriously. Making a complaint will not disadvantage you or affect your right to have your concerns considered fairly. You can raise a complaint in whatever way is easiest for you.

Sorting things out informally

Many concerns are resolved fastest with a conversation. You can raise anything directly during any call, or by emailing hello@livingenabled.co.uk. We would always rather hear about a problem early than have it grow.

Making a formal complaint

If you would like to make a formal complaint, contact us:

• Email: hello@livingenabled.co.uk
• By post: a postal address is available on request
• Phone, text or WhatsApp: 07879 279739

It helps if you include:

• Your name and contact details
• What happened and when
• What outcome you are hoping for

If you are complaining on behalf of someone else, we may need their consent, or evidence that you are authorised to act for them. Where that is not possible or appropriate, we will consider the circumstances and explain what we are able to discuss with you.

What happens next

1. We will acknowledge your complaint within 3 working days.
2. We will look into what happened. Mariam Daji, HCPC-registered Occupational Therapist, is responsible for reviewing and responding to complaints. Where a complaint concerns an operational matter such as bookings, payments or the website, she may gather relevant information from the person who supported that part of the service, while remaining responsible for the investigation and the response. We commit to doing this fairly, taking your concerns seriously, and recording what we find.
3. We will send you a full written response within 20 working days. If we need longer - for example because we need information from someone else - we will tell you why, what is still being looked into and when to expect our reply. Our response will explain what we found, whether we uphold your complaint in whole or in part, and what we will do to put things right.

If you are not satisfied with our response

• You can ask us to look again at specific points you feel were not addressed.
• We are not required to use a particular alternative dispute resolution (ADR) scheme. Where a complaint remains unresolved between us, we may consider mediation or an accredited ADR provider by agreement, and we will include any information about an applicable ADR arrangement in our final response to your complaint.
• If your concern is about the professional conduct or fitness to practise of the occupational therapist, you can contact the Health and Care Professions Council (HCPC), the regulator for occupational therapists, at hcpc-uk.org. The HCPC deals with professional standards rather than consumer or refund disputes. You do not have to raise a concern with us first if you believe it is serious or you feel unable to.
• This policy also covers data protection complaints - concerns about how we have collected, used, stored or shared your personal information. You can raise one with us by email, phone or post, and we will handle it through the steps above, acknowledging it within 3 working days. Our Privacy Notice explains your information rights, including your right to complain to the Information Commissioner's Office. You do not lose that right by raising the matter with us first.

Making a complaint to us does not affect your statutory consumer rights. Citizens Advice can provide free guidance on those rights.

Training customers

The same process applies to care providers and other organisations who book our training. Email hello@livingenabled.co.uk and we will follow the steps above. References in this policy to statutory consumer rights apply only where the person complaining is acting as a consumer.

Confidentiality and records

Complaints are handled confidentially and in line with our Privacy Notice. We keep a record of complaints, what we found and what we changed, stored securely. Where a complaint relates to a client's clinical record, the complaint record is kept with that record. Other complaint records are kept securely for as long as needed for these purposes, including any insurance, regulatory or legal requirements, and are then deleted.

Learning from complaints

We review every complaint for what it tells us about the service, and use what we learn to improve.