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Complaints Procedure
We take every complaint seriously. Here's how to raise a concern and what to expect when you do.
Our commitment
We are committed to providing the highest standard of care. However, we recognise that sometimes things go wrong. When they do, we want to hear about it so we can put things right and learn from the experience.
We treat all complaints with seriousness, sensitivity, and confidentiality. Making a complaint will never affect the care your loved one receives.
How to complain
You can raise a complaint in any of the following ways:
- Phone: Call us on 0800 368 8558 and ask to speak to our complaints team
- Email: complaints@theliveincareagency.co.uk
- Letter: Complaints Team, The Live-in Care Agency, London, United Kingdom
What happens next
- Acknowledgement: We will acknowledge your complaint within 2 working days.
- Investigation: A senior member of our team will investigate your complaint thoroughly. This may involve speaking to you, the carer, and any other relevant parties.
- Response: We aim to provide a full written response within 20 working days. If the investigation takes longer, we will keep you informed of progress.
- Resolution: We will explain what we have found, what action we are taking, and any changes we are making to prevent similar issues in the future.
If you're not satisfied
If you are not satisfied with our response, you can escalate your complaint to the Local Government and Social Care Ombudsman (LGSCO) at www.lgo.org.uk or by calling 0300 061 0614.
Related pages
Understanding Live-in Care
Everything you need to know about how live-in care works.
Live-in Care vs Care Homes
An honest comparison of the two main care options.
Cost Calculator
Get an instant estimate for your care needs.
Funding Your Care
Understand NHS funding, local authority support and self-funding.
Meet Our Carers
Learn about the dedicated professionals who provide our care.
Our Care Services
Explore the full range of live-in care services we offer.
What families say about us
The Live-in Care Agency is powered by Live-in Care Direct. These are reviews families have left for Live-in Care Direct on Trustpilot and Google - follow the links to read them all.
"Urgent live-in care needed in Devon for elderly mom having been let down by another agency. Response from Jason was compassionate and effective — live-in carer in place the next day, arranged in just 3 hours. Thank you so much."
"Jason makes our lives as a family caring for my mother with Alzheimer's so easy. He creates a family for my mother by his choice of carers and we have consistency of care. He listens to our concerns and overcomes them. This agency is to be highly recommended."
"We currently have a live-in carer provided by Live-in Care Direct. She is doing a fantastic job with mum, we feel she is being very well looked after. Great communication with the carer and competitive pricing. Highly recommended."
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