Complaints and Feedback

If something isn’t right we want to know about it so we can try and sort it for you.

Vivo Care Choices aims to provide excellent services which meet the needs of the individuals we support .  We are committed to reaching the highest standards of customer care and in order to achieve this, we are constantly seeking feedback. We are always grateful for suggestions as to how we may improve our services and learn from them.

A copy of our Complaints & Compliments Policy are available below for your information.

Complainants Procedure & Factsheet V2

We would like to thank you for raising your concerns and giving us the opportunity to investigate and act upon these

Process

Vivo Care choices will acknowledge receipt of your complaint within 5 working days. Our acknowledgement can be made verbally or in writing and we will be guided by you in the best approach to take.

Our aim is to resolve complaints as quickly as possible.

Should you wish for the complaint to progress to the next stage we will carry out a formal investigation and allocate an investigation officer to act as an independent person.

If you are unhappy with the outcome you may wish to progress to the appeal process and a director will review the appeal. We plan to respond to the complainant within 28 days in receipt of the appeal.

Should you still remain dissatisfied  we would advise you to contact the Local Authority and CQC

Confidentiality and Privacy

The complaints form below uses the built in forms designer from WordPress.  The website  is fully encrypted using a technology called SSL. This means that when you fill out the form and submit it, the information is sent and kept in a secure manner and will remain confidential.

Only authorised personnel will be able to view the information sent via this form. Any questions with an asterisk are mandatory fields.