Complaints and feedback

Making a complaint

You have the right to make a complaint if you believe that Moreways Healthcare has fallen short of your expectations, the standards set by our regulator or our organisational values.

You can make a complaint about the service you receive, the conduct of a member of staff, a decision we have made or any other aspect of your experience with us.
How to make a complaint or give feedback
- By phone to your service or by calling Moreways Healthcare on 0333 016 5288.
- By email to info@morewayshealthcare.com.
- By completing our online feedback form at the bottom of this page.
- In person to any member of Moreways Healthcare staff.
- In writing to Moreways Healthcare, 12th Floor, Broadgate Tower, 20 Primrose Street, London EC2A 2EW.
- By sharing your feedback directly with any member of the Moreways Healthcare team.
- By using a feedback and complaints form, suggestion box, local meeting or forum available at your service.
- Through an authorised advocate, representative or external support person.
Providing feedback
Feedback helps us understand what is working well and where improvements may be needed.

We would like to hear from you about:
- Something we have done well.
- A compliment about our services or members of our team.
- A suggestion about how we could improve a service, procedure or process.
- Constructive criticism that you may not wish to submit as a formal complaint.
Asking for a decision to be reviewed

If you are unhappy with a decision made by Moreways Healthcare, you can ask us to review it.

Please explain which decision you would like us to review, why you disagree with it and provide any relevant information that may help us consider your request.

You may ask a Support Worker, advocate, representative or another trusted person to help you make your request.
What happens after you contact us?

We will listen to your concerns, record the information you provide and consider the most appropriate way to respond.

We may contact you for further information so that we can understand the matter fully. We will keep you informed about the progress of your complaint, feedback or review request.

We use complaints and feedback to identify lessons, improve our services and help prevent similar problems from happening again.
Support when making a complaint

You can ask another person to help you provide feedback or make a complaint.

This may include a family member, friend, advocate, Support Worker, representative or external support person.

We will make reasonable adjustments where needed so that the complaints and feedback process is accessible to you.
Privacy and confidentiality

We will protect the privacy of your information and handle personal data in accordance with the UK General Data Protection Regulation and the Data Protection Act 2018.

Information you provide will only be used for appropriate purposes connected with responding to your feedback, complaint or review request.

Further information about how we use personal information is available in our Privacy Policy.