Complaints and feedback

Talk to us first

Most worries can be sorted out quickly by talking to us. Speak to your carer or call the office and ask for the manager. You can complain on your own behalf, or on behalf of someone else with their permission.

Making a formal complaint

You can complain by phone, by email or in writing:

• Email: [email protected]
• Post: The Manager, Fellbeck Home Care Ltd, Appleby-in-Westmorland, Cumbria

What happens next

1. We'll acknowledge your complaint within 3 working days and tell you who is looking into it.
2. We'll investigate, and talk to you about what happened and what you'd like to see happen.
3. We'll give you a full written response within 20 working days. If it will take longer, we'll tell you why and keep you updated.
4. We'll tell you what we've changed as a result.

If you're not satisfied

• The Local Government and Social Care Ombudsman looks at complaints about adult social care, including care you pay for yourself, once our complaints procedure has finished. It's free. lgo.org.uk
• Westmorland and Furness Council, if the council arranges or pays for your care.
• The Care Quality Commission doesn't investigate individual complaints, but wants to hear about your experience of care. Give feedback on care

Help to complain

If you'd like someone to help you raise a concern, local advocacy services, Age UK and Citizens Advice can support you, free of charge.

If someone is at risk

If you think someone is being harmed or is at risk of abuse or neglect, call Westmorland and Furness Council's adult social care team. If someone is in immediate danger, call 999.