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FEEDBACK AND COMPLAINTS

We welcome your feedback

We welcome your feedback, whether positive or negative, as well as reports of more serious concerns. Your feedback helps us continually improve the care and support we provide.

Providing personal care can sometimes be challenging for everyone involved and, despite our best efforts, occasions may arise where things do not go quite as expected. In many cases, concerns can be discussed with our management team and resolved quickly and informally to everyone's satisfaction.

However, if you feel the matter requires a more formal investigation and response, you are able to make a formal complaint.

Formal complaints follow a structured, evidence-based process to ensure they are properly investigated and considered. Because of this, they can take longer to conclude than matters resolved informally

Making a complaint will not affect the care or support you receive.

The choice is yours. Whatever route you choose from the options below, we promise to listen, take your concerns seriously and treat you fairly.

Provide general feedback or comments

For suggestions, observations, or issues that can usually be addressed quickly and easily.

We will handle this information in line with our Privacy Policy.

Make an Informal Complaint

For concerns that require a management review and response but which can be resolved without a formal investigation.

Give us enough detail to help a manager discuss and resolve it with you informally.

We will handle your information in line with our Privacy Policy.

Make a Formal Complaint

For formal complaints that require a full, evidence-based investigation and a formal response.
Who is the subject of your complaint? *

Include as much detail as possible, what was said or done, and how this affected you or the person receiving care.

Tell us who you contacted, when, and what response or action followed.

Is anyone currently at risk of harm or neglect? *

We will handle this information in line with our Privacy Policy.

What happens after you contact us?

We will review what you have told us and make sure it reaches the right person. What happens next depends on whether you have sent general feedback, raised an informal concern or made a formal complaint.

We aim to acknowledge all complaints within 3 working days and provide a full written response within 28 days wherever possible. We normally complete our investigation within 14 days. If our investigation is likely to take longer, we will explain the delay and keep you updated on progress.

View Full Complaints Procedure

If you remain dissatisfied

If you remain dissatisfied after receiving our final response, we will explain any further options available to you. Depending on how your care is arranged and the nature of your concern, these may include contacting the relevant local authority, the Local Government and Social Care Ombudsman, the Care Quality Commission (CQC), or another appropriate body.

See escalation options and contact details
Careline Live Care portal

CareRights Care Circle Family Portal

  • Real-time updates for families
  • Emergency access for health professionals
  • Comprehensive information
  • Enhanced communication

Family get visibility on, tasks completed and care notes, so they can see how their loved ones are doing. CareRight uses CarelineLive to keep family in the loop Making up-to-date information accessible.

Peace of mind about loved ones’ care

Find out more

We value your privacy

We use essential cookies to make our site work. With your consent, we may also use non-essential cookies to improve user experience, personalize advertisements, and analyze web traffic. For these reasons, we may share your site usage data with our advertising and analytics partners. By clicking “Accept,” you agree to our website's cookie use as described in our Cookie Policy.

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Purposes

+Store and/or access information on a device
Vendors can:
  • Store and access information on the device such as cookies and device identifiers presented to a user.
+Select basic ads
To do basic ad selection vendors can:
  • Use real-time information about the context in which the ad will be shown, to show the ad, including information about the content and the device, such as: device type and capabilities, user agent, URL, IP address
  • Use a user’s non-precise geolocation data
  • Control the frequency of ads shown to a user.
  • Sequence the order in which ads are shown to a user.
  • Prevent an ad from serving in an unsuitable editorial (brand-unsafe) contextVendors cannot:
  • Create a personalised ads profile using this information for the selection of future ads without a separate legal basis to create a personalised ads profile.
  • N.B. Non-precise means only an approximate location involving at least a radius of 500 meters is permitted.
+Create a personalised ads profile
To create a personalised ads profile vendors can:
  • Collect information about a user, including a user's activity, interests, demographic information, or location, to create or edit a user profile for use in personalised advertising.
  • Combine this information with other information previously collected, including from across websites and apps, to create or edit a user profile for use in personalised advertising.
+Select personalised ads
To select personalised ads vendors can:
  • Select personalised ads based on a user profile or other historical user data, including a user’s prior activity, interests, visits to sites or apps, location, or demographic information.
+Create a personalised content profile
To create a personalised content profile vendors can:
  • Collect information about a user, including a user's activity, interests, visits to sites or apps, demographic information, or location, to create or edit a user profile for personalising content.
  • Combine this information with other information previously collected, including from across websites and apps, to create or edit a user profile for use in personalising content.
+Select personalised content
To select personalised content vendors can:
  • Select personalised content based on a user profile or other historical user data, including a user’s prior activity, interests, visits to sites or apps, location, or demographic information.
+Measure ad performance
To measure ad performance vendors can:
  • Measure whether and how ads were delivered to and interacted with by a user
  • Provide reporting about ads including their effectiveness and performance
  • Provide reporting about users who interacted with ads using data observed during the course of the user's interaction with that ad
  • Provide reporting to publishers about the ads displayed on their property
  • Measure whether an ad is serving in a suitable editorial environment (brand-safe) context
  • Determine the percentage of the ad that had the opportunity to be seen and the duration of that opportunity
  • Combine this information with other information previously collected, including from across websites and appsVendors cannot:
    • Apply panel- or similarly-derived audience insights data to ad measurement data without a Legal Basis to apply market research to generate audience insights (Purpose 9)
+Measure content performance
To measure ad performance vendors can: To measure content performance vendors can:
  • Measure and report on how content was delivered to and interacted with by users.
  • Provide reporting, using directly measurable or known information, about users who interacted with the content
  • Combine this information with other information previously collected, including from across websites and apps.Vendors cannot:
  • Measure whether and how ads (including native ads) were delivered to and interacted with by a user.
  • Apply panel- or similarly derived audience insights data to ad measurement data without a Legal Basis to apply market research to generate audience insights (Purpose 9)
+Apply market research to generate audience insights
To apply market research to generate audience insights vendors can:
  • Provide aggregate reporting to advertisers or their representatives about the audiences reached by their ads, through panel-based and similarly derived insights.
  • Provide aggregate reporting to publishers about the audiences that were served or interacted with content and/or ads on their property by applying panel-based and similarly derived insights.
  • Associate offline data with an online user for the purposes of market research to generate audience insights if vendors have declared to match and combine offline data sources (Feature 1)
  • Combine this information with other information previously collected including from across websites and apps. Vendors cannot:
  • Measure the performance and effectiveness of ads that a specific user was served or interacted with, without a Legal Basis to measure ad performance.
  • Measure which content a specific user was served and how they interacted with it, without a Legal Basis to measure content performance.
+Develop and improve products
To develop new products and improve products vendors can:
  • Use information to improve their existing products with new features and to develop new products
  • Create new models and algorithms through machine learningVendors cannot:
  • Conduct any other data processing operation allowed under a different purpose under this purpose

Special Purposes

+Ensure security, prevent fraud, and debug
To ensure security, prevent fraud and debug vendors can:
  • Ensure data are securely transmitted
  • Detect and prevent malicious, fraudulent, invalid, or illegal activity.
  • Ensure correct and efficient operation of systems and processes, including to monitor and enhance the performance of systems and processes engaged in permitted purposesVendors cannot:
  • Conduct any other data processing operation allowed under a different purpose under this purpose.Note: Data collected and used to ensure security, prevent fraud, and debug may include automatically-sent device characteristics for identification, precise geolocation data, and data obtained by actively scanning device characteristics for identification without separate disclosure and/or opt-in.
+Technically deliver ads or content
To deliver information and respond to technical requests vendors can:
  • Use a user’s IP address to deliver an ad over the internet
  • Respond to a user’s interaction with an ad by sending the user to a landing page
  • Use a user’s IP address to deliver content over the internet
  • Respond to a user’s interaction with content by sending the user to a landing page
  • Use information about the device type and capabilities for delivering ads or content, for example, to deliver the right size ad creative or video file in a format supported by the deviceVendors cannot:
  • Conduct any other data processing operation allowed under a different purpose under this purpose

Features

+Match and combine offline data sources
Vendors can:
  • Combine data obtained offline with data collected online in support of one or more Purposes or Special Purposes.
+Link different devices
Vendors can:
  • Deterministically determine that two or more devices belong to the same user or household
  • Probabilistically determine that two or more devices belong to the same user or household
  • Actively scan device characteristics for identification for probabilistic identification if users have allowed vendors to actively scan device characteristics for identification (Special Feature 2)
+Receive and use automatically-sent device characteristics for identification
Vendors can:
  • Create an identifier using data collected automatically from a device for specific characteristics, e.g. IP address, user-agent string.
  • Use such an identifier to attempt to re-identify a device.Vendors cannot:
  • Create an identifier using data collected via actively scanning a device for specific characteristics, e.g. installed font or screen resolution without users’ separate opt-in to actively scanning device characteristics for identification.
  • Use such an identifier to re-identify a device.

Special Features

+Use precise geolocation data
Vendors can:
  • Collect and process precise geolocation data in support of one or more purposes.N.B. Precise geolocation means that there are no restrictions on the precision of a user’s location; this can be accurate to within several meters.
+Actively scan device characteristics for identification
Vendors can:
  • Create an identifier using data collected via actively scanning a device for specific characteristics, e.g. installed fonts or screen resolution.
  • Use such an identifier to re-identify a device.