Comments and Complaints

We welcome your feedback

Compliments, suggestions and complaints all help us improve. Most concerns can be sorted out quickly by talking to your carer or our office team, and we would always rather know early so we can put things right.

How to raise a concern

• Phone: 07481 734 972
• Email: [email protected]
• Post: Springlite Care, 324 Erith Road, Bexleyheath, DA7 6HJ

You can ask a family member, friend or advocate to raise a complaint on your behalf. If you would like help finding an independent advocate, just ask us.

What happens next

• We will acknowledge your complaint and let you know who is dealing with it.
• We will listen carefully and look into what happened, fairly and without judgement.
• We will keep you informed while we investigate.
• We will give you a written response explaining what we found and what we will do about it.
• Where something has gone wrong, we will apologise, put it right and learn from it.

If you are not satisfied

If you feel we have not resolved your complaint, you can take it further.

• Local Government and Social Care Ombudsman. The Ombudsman looks at complaints about adult social care providers, including care arranged and paid for privately. Visit lgo.org.uk or call 0300 061 0614.
• Care Quality Commission. The CQC does not investigate individual complaints, but you can tell them about your experience of our service and it helps inform their work. Visit cqc.org.uk or call 03000 616161.

If someone is at risk

If you are worried that an adult is being harmed or neglected, please tell us straight away, or contact the adult social care team at the person’s local council. In an emergency, always call 999. You can read more on our Quality, Safeguarding and CQC page.