We always aim to provide a high standard of care in all our services.
Our clients’ views are important to us and help to ensure our services are consistently meeting people’s needs. If you are unhappy with any of our services it is important that you let us know.
2. MAKING A SUGGESTION
Often people feel more comfortable about suggesting improvements rather than complaining formally. Anyone receiving services, and their friends/ family, may make a suggestion.
First, you should speak to the Manager.
If the suggestion is something that LEXLITUS LTD as a company needs to consider you can send it to:
55 Kents Road,
Tel.: +44 (0) 7391 170999
3. MAKING A COMPLAINT
We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve the service we provide. We treat all complaints in confidence.
LEXLITUS LTD assures clients and their families that it will not withdraw or reduce services because someone makes a complaint in good faith.
4. WHO CAN COMPLAIN
Anyone affected by LEXLITUS LTD can make a complaint.
A representative may complain for the affected person if they:
cannot make a complaint themselves, or
have given consent for the representative to act on their behalf
If you are not happy about making a complaint yourself and you do not know someone who can talk or write to us on your behalf, we will be happy to find someone from an independent organisation to act for you
5. HOW YOU CAN MAKE A COMPLAINT
You can complain:
through a member of our staff
through an advocate or representative
6. ANONYMOUS COMPLAINTS
We deal with anonymous complaints under the same procedure; however, it is better if you can provide contact details so we can tell you the outcome of our investigation.
The Managing Director has overall responsibility for dealing with all complaints made about their service.
We will provide as far as is reasonably practicable:
any help you need to understand the complaints procedure; or
advice on where you may get that help.
8. TIME LIMITS
You should complain as soon as you can after the date on which the event occurred or came to your notice. If you complain more than twelve months later, we may not be able to investigate properly. But we shall also consider whether you had a good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.
9. HOW WE HANDLE COMPLAINTS
The Managing Director of LEXLITUS LTD may ask one of the management team to investigate the complaint. That person will have enough seniority and experience to deal with the issues raised by the complaint.
We will acknowledge a complaint in writing or by e-mail within 5 working days and give you the name, job title and contact details of the person investigating it together with details of our internal complaints handling procedures.
We will keep you informed about the progress of the investigation. We aim to have all complaints finished within 28 working days unless we agree a different time scale with you (If we feel that we are still not in a position to make a final response within 28 working days, we will provide you with reasons for the further delay and indicate when we expect to provide a final response).
When we have finished investigating, we will send a final response to you by post or e-mail with the outcome, and write to you with:
details of the findings;
any action we have taken; and
our proposals to resolve your complaint.
Once we have dealt with your complaint, if you are not happy with the outcome you can refer your complaint to the Legal Ombudsman and ask for it to be reviewed.
The Legal Ombudsman provides a free independent service.
You can contact the Legal Ombudsman at:
Legal Ombudsman PO Box 6806,
Wolverhampton, WV1 9WJ
Tel: 0300 555 0333
Should such a need arise we will try, as far as practicable, to provide this policy document in other languages or in other formats on request.