Care information

Complaints

We welcome feedback and take complaints seriously. Raising a concern will not affect the care or respect a person receives.

How to complain

• Email: info@lilaccareltd.co.uk
• Phone: 07399 371661
• Post: Lilaccare Ltd, 203-205 The Vale, Acton, London W3 7QS

What to include

Please include your name, contact details, what happened, when it happened and what outcome you are hoping for. If you need help making a complaint, tell us and we will try to make the process easier.

What happens next

• We acknowledge the complaint promptly.
• We investigate fairly and keep relevant records.
• We respond clearly with findings and actions where appropriate.
• If safeguarding issues are identified, we follow safeguarding procedures.

Further routes

If care is regulated or funded by another organisation, you may also be able to raise concerns with the local authority, commissioner, regulator or ombudsman.