LUXURICARE LTD · Company no. 15677723
A complaints procedure is only worth having if people know it exists and are not made to feel difficult for using it. If something about your care is not right, we want to hear about it — early, and in whatever form is easiest for you.
Raising something informally
Most things are resolved fastest by telling us straight away. Call 01283 357801 or email Lyndsey.r@luxuricare.com and say what has happened. This is not a formal complaint and it will not be recorded as one unless you want it to be.
Asking for a different carer, a change of visit time or an adjustment to the care plan falls into this category. You do not need to justify the request and it will not cause any awkwardness.
Making a formal complaint
Please tell us what happened, when, who was involved if you know, and what you would like us to do about it. If you would like someone to complain on your behalf — a relative, a friend or an advocate — that is entirely acceptable.
- In writing, by post to Suite 1.17 Repton House, Bretby Business Park, Burton on Trent, DE15 0YZ.
- By email to Lyndsey.r@luxuricare.com.
- By telephone on 01283 357801, asking for your complaint to be recorded formally.
What we will do
- Acknowledge your complaint promptly, so you know it has been received and is being dealt with.
- Investigate it properly, which usually means speaking to everyone involved rather than only to our own staff.
- Give you a response setting out what we found, what we are doing about it and what will change.
- Tell you what to do next if you are not satisfied with our response.
- Record it, so that patterns are visible rather than each complaint being treated as an isolated event.
If you are not satisfied with our response
You can ask us to look at it again, and we will. You can also go outside Luxuricare entirely, and you do not need our permission or agreement to do so.
If your care is arranged and funded by your local authority, you can use that authority's own complaints process. If you are funding your own care, you can refer the matter to the Local Government and Social Care Ombudsman, which considers complaints about independent care providers.
Contacting the Care Quality Commission
The Care Quality Commission is the independent regulator of adult social care in England. You can contact the CQC at any point about a concern regarding our service. You do not have to raise it with us first, you do not need our permission, and you do not have to tell us you have done it.
Our CQC registration is under location ID 1-27095662090, and our CQC information page links directly to the official record.
The CQC does not investigate individual complaints on your behalf in the way an ombudsman does, but it uses what people tell it to decide where and when to inspect.
Safeguarding
If you believe someone is at immediate risk of harm, contact the emergency services on 999. Concerns about abuse or neglect can also be raised directly with the adult safeguarding team at the relevant local authority — Staffordshire County Council or Derbyshire County Council, depending on where the person lives.
Feedback that is not a complaint
If something went well, please tell us that too — including the name of the carer, if you are happy to. It is the most useful thing we can pass on to the person who did it.
A note on this document
This policy has been written specifically for Luxuricare and this website rather than copied from a template, and it deliberately contains no invented registration numbers, retention schedules or review dates. It has not yet been reviewed by a solicitor on Luxuricare's behalf. If anything here is unclear or appears inaccurate, please tell us — contact details are on our contact page.