A complaint is defined as:

“an expression of dissatisfaction, however it is made, about the standard of service, actions or lack of action by the Liversage Trust or individual member of staff, affecting an individual resident or group of residents and where a response is required.”

A complaint can be made by any resident or residents, visitor or any person acting on their behalf who has received services from the Liversage Trust, or been affected by our actions, omissions or decisions. This can be made to any member of staff when they visit residents in their home, or by calling into our main office. Alternatively, a complaint can be made to us by phone, by email, by letter or by using the contact form on our webpage (link to be included here).

Where a resident is unable to make a complaint or where they would prefer someone to act in their place, then they may ask a representative to make a complaint on their behalf. This could be a family member, friend or support agency/worker. In these cases, the Liversage Trust would require formal authorisation in writing, so that details of the case can be discussed with the third party.