Complaints

We take complaints seriously. If something has fallen short, we want to know so that we can put things right, learn from it and improve how Haverton Care Hub works.

This page explains how to complain about Haverton Care Hub consultancy, training, digital products, member services, purchases, refunds, privacy, cookies or accessibility.

It is separate from any complaints procedure operated by a CQC-registered care provider for people receiving care. Complaints about care delivered by another provider should normally be raised with that provider through its own complaints procedure.

Please contact us using one of the routes below:

• Email: info@havertoncarehub.co.uk
• Phone: 01322 879778
• Post: Haverton Care Limited, 128 City Road, London, EC1V 2NX

Please tell us who you are, what happened, what service or product the complaint relates to, when it happened, who you have already spoken to, and what you would like us to do.

• Acknowledgement: we aim to acknowledge ordinary complaints within three working days.
• Investigation: we will review the information fairly and may contact you for more details.
• Response: we aim to provide a substantive response within 20 working days. If we need longer, we will explain why and keep you updated.
• Outcome: where something has gone wrong, we will explain what we can do to put it right and what learning we have identified.

Privacy and cookie complaints will be handled in line with our Privacy Policy and Cookie Policy. We will acknowledge data protection complaints within 30 days and respond without undue delay.

Accessibility complaints will be handled in line with our Accessibility Statement, including considering reasonable adjustments and alternative formats where appropriate.

If you are unhappy with our response, tell us why and we will review the matter again where possible, involving a senior member of the team or director-level review where appropriate.

For complaints about a purchase, you may also have rights under consumer protection law. For data protection matters, you can complain to the Information Commissioner's Office at ico.org.uk.

Haverton Care Hub is not an emergency service. If there is immediate risk of harm, contact emergency services or the appropriate local safeguarding route.

If your concern is about care delivered by a separate registered care provider, follow that provider's complaints process. You may also be able to contact the relevant local authority, safeguarding team, commissioner, ombudsman or regulator depending on the issue.

We keep complaint records so we can investigate concerns, respond properly, identify trends and improve our services. Complaint records are handled confidentially and in line with our Privacy Policy.