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OUR COMPLAINTS PROCEDURE

We will listen and take your concerns seriously

You have the right to comment on or complain about the care and support you receive. We welcome complaints because they help us put things right, learn and improve our services.

Making a complaint will not affect your care or support. We will deal with your concern fairly, sensitively and without discrimination.

How to raise a concern

You can speak to your carer or care team first. They may be able to resolve a straightforward concern quickly. You can also contact the office and ask for the Registered Manager.

If your concern is serious, is about a member of the care team, or has not been resolved informally, you can make a formal complaint. If your complaint concerns the Registered Manager, it will be handled by another senior manager or director.

Give feedback or make a complaint online

What happens after a formal complaint

  1. We acknowledge it within 3 working days. Your complaint will be recorded and passed to the person responsible for handling it. We will tell you who your point of contact is and provide information about our complaints procedure.
  2. We clarify the issues where needed. We may contact you for more information, ask what outcome you would like, or request consent if you are complaining for someone else.
  3. We investigate within 14 days. The person handling your complaint may review care records and other relevant information and speak to the people involved. Any immediate safety or safeguarding concerns will be acted on straight away.
  4. We explain what we found. We may offer to discuss the outcome at a meeting. You can bring a friend, relative, representative or advocate with you. Where appropriate, we will apologise and explain how we intend to put things right.
  5. We respond in writing within 28 days. You will receive a written account of the investigation, its outcome, any improvements we will make and the options available if you remain unhappy. If the issues are too complex to complete within 28 days, we will explain the delay and keep you informed.

3 working days

We acknowledge your formal complaint.

14 days

We complete our investigation.

28 days

We provide our written response or explain any delay.

Complaining for someone else

A family member, friend, advocate or legal representative can make and manage a complaint for a client. We will normally need the client's consent before investigating or sharing their personal information.

If the client cannot give consent, we will consider their capacity, best interests, the representative's authority and whether there is any conflict of interest. Without appropriate consent or authority, we may only be able to consider the parts of the complaint that directly affect the representative.

Help to make a complaint

We can provide information in an accessible format and help you understand or use this procedure. You may also ask an independent advocate or someone you trust to support you. Please tell us what support or communication format you need when you contact us.

How we use complaints

We record complaint outcomes and act on any shortcomings identified. Complaints are reviewed as part of our quality monitoring so that we can identify themes, share learning and improve care. Complaint records are handled in line with UK data protection law.

If you are not satisfied

Please tell the Registered Manager if you are unhappy with our response so that we have an opportunity to review your concerns.

  • If a council arranged or funded your care, you can also use that council's adult social care complaints procedure. For Devon County Council, email customer.relations@devon.gov.uk or call 0800 212 783.
  • The Local Government and Social Care Ombudsman may consider complaints about adult social care after CareRight has had a reasonable opportunity to respond. Complaints should normally be made to the Ombudsman within 12 months of the problem. Visit the Ombudsman's complaints page or call 0300 061 0614.
  • The Care Quality Commission (CQC) does not resolve individual complaints, but you can tell it about your experience of care. Visit CQC's concerns and complaints guidance or call 03000 61 61 61.
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.

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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.