Complaints

Livability aims to deliver the best experience and communicate with people we support, members and supporters in a way that is welcomed by everyone. We understand, however, that sometimes we don’t get this right or meet the high standards you expect from us.

We view your communication and feedback with us as an opportunity to learn, and genuinely want to hear from you. We take complaints very seriously and are grateful for the opportunity to respond and improve.

Our approach to feedback and complaints is underpinned by our values:

• Open: We strive to ensure that our complaints process is accessible and straightforward for the people we support and those who support us.
• Enabling: We ensure that our complaints process is resolution focused, allowing us to learn and make improvements to our services.
• Inclusive: We are open to everyone and embrace equality. We believe in fairness and ensure that appropriate systems are in place to allow for feedback and complaints to be treated equally.
• Courageous: We take responsibility and care to ensure that our services operate to a high standard. We are motivated by our promise to make life better for people with disabilities and we hold ourselves accountable for the difference we make.

Fundraising Complaints

Get in touch

If you want to make a complaint concerning fundraising, you can:

Email: complaints@livability.org.uk

Write to:

Livability
Coburg House
1 Coburg Street
Gateshead
NE8 1NP

When you write to us, please include your full name, address and a contact telephone number in your email or letter, so that we can easily get in touch with you.

Alternatively, you can call us on 020 7452 2121. We are open from 9am to 5pm, Monday to Friday. For out of hours, you can leave a message on our answerphone.

Fundraising Complaints Procedure

Livability is registered with the and as such, we abide by the regulator’s Fundraising Promise and follow a robust and transparent Fundraising Complaints Procedure:

• We will acknowledge in writing receipt of your complaint within three working days.
• We will tell you which department is dealing with the matter and confirm when you can expect a response.
• Your complaint will be assessed by the head of the department to which it has been allocated to, who will then conduct an investigation.
• A copy of all communications between you and Livability relevant to your complaint will be recorded on our database.

Livability will record the following:

• A copy of the complaint
• Details of the Code or section of the Fundraising Promise it is believed has been breached
• The date we received the complaint
• A copy of all communications in connection with the complaint
• Details of the investigation we have undertaken into the complaint
• A copy of the outcome of the investigation and any changes to policy or procedure that have been implemented in light of the complaint.
• You will be advised of the outcome of the investigation within 30 days of receipt of your complaint.
• If you are dissatisfied with the outcome of the investigation, you may contact the Fundraising Regulator and refer your complaint to them within two months of our response.

You can send your complaint using the Fundraising Regulator’s  or in writing. Contact details are:

Fundraising Regulator
Eagle House
167 City Road
London
EC1V 1AW

If you need advice, or are unable to complain in writing for any reason, you can contact the Fundraising Regulator by phone on 0300 999 3407 (Monday to Friday, 09.30 am – 4.30 pm)

The Fundraising Regulator will uphold, reject or adjudicate relating to your complaint.

Service Complaints

Get in touch

If you want to make a complaint about the services you receive from Livability, you can contact our complaints team:

• Email: complaints@livability.org.uk
• Telephone: 0191 933 7572

Write to:

Livability
Coburg House
1 Coburg Street
Gateshead
NE8 1NP

When you write to us, please include your full name, address and a contact telephone number in your email or letter, so that we can easily get in touch with you.

Alternatively, you can email or telephone the service manager or speak to a staff member in the service.

We will endeavour to make the necessary reasonable adjustments in order to receive, investigate and respond to any complaint. For people whose first language is not English, we will access telephone interpreting services.

Services Complaint Procedure

Livability abides by the Duty of Candour policy which is regulated by the When investigating a services complaint, we will respond in line with the Duty of Candour requirements by:

• We will acknowledge in writing receipt of your complaint within three working days. If your complaint has been made verbally, you will be given a copy of your verbal statement and you will be asked to confirm that it represents the issues you wish to raise.
• We will confirm with you when to expect a response.
• We will provide you with a named contact along with their contact details who will be your point of contact throughout the complaints process and keep you up to date with proceedings.
• We will handle your complaint in the strictest of confidence in accordance with our Confidentiality Policy.
• Your complaint will be assessed by an investigating manager and logged onto our system.

Livability will record the following:

• A copy of the complaint
• The date we received the complaint
• A copy of all communications in connection with the complaint
• Details of the investigation we have undertaken into the complaint
• A copy of the outcome of the investigation and any changes to policy or procedure that have been implemented in light of the complaint.
• We will advise you of the outcome of the investigation and you will expect to receive a quality response with assurance that action has been taken to prevent a recurrence.
• We will also provide information and contact details of our appeals process and contact details for the appropriate regulator if you are dissatisfied with the outcome of the investigation.

Thank you for taking the time to read our complaints procedure, and, should you need to use it, you can be assured of our full attention and honest response. If we have made a mistake we will apologise unreservedly, and if we need to make changes, we will.

Thank you for helping us to improve and provide a better service.