Get in touch

We aim to provide an excellent service, but we understand that sometimes things may not go as expected. If you’re unhappy with any aspect of your experience, we want to hear from you so we can put things right. This procedure applies to complaints about our services, delivery, communication, or conduct.

 

Definition of a complaint

A complaint is any expression of dissatisfaction about our products, services, staff, or the way we have handled a previous concern. Complaints may be made verbally or in writing and can relate to any part of your experience with us.

 

How to make a Complaint?

Please send us an email to Team@lancashirewellbeing.com. Please ensure to include your name, contact details and a brief description of the issue.

 

If you require support to make a complaint, please let us know and we will do our best to assist you.

 

What happens next

We will acknowledge your complaint within 2 working days.

A member of our team will review the details and may contact you if we need more information.

We aim to provide a full response within 10 working days. If it will take longer, we’ll let you know and keep you updated.

 

Our Commitment

We take all feedback seriously. Complaints help us improve our services and ensure we maintain high standards for all our clients.

 

Making a Complaint on behalf of someone else

We understand that sometimes a complaint may need to be raised by a representative, such as a family member, carer, or advocate. To protect confidentiality and comply with data protection laws, we require:

• Written consent from the person concerned, confirming they authorise the representative to act on their behalf.

• If the individual is unable to provide consent, we may request proof of legal authority, such as power of attorney or relevant documentation.

• Without appropriate consent or authority, we can only accept the complaint in general terms and may be unable to share personal information.

This ensures we handle all personal data safely and lawfully.

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Where appropriate, we may accept support from an advocate during the complaints process, subject to the consent of the individual concerned.

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Escalating a Complaint

If you remain unhappy after we have completed our internal complaints process, you may have the right to escalate your complaint to an independent Ombudsman or where applicable, we will advise you of the appropriate external body or escalation route. 

 

The Ombudsman provides a free and impartial service to review unresolved complaints. If your concern falls within an Ombudsman’s remit, we will provide you with the appropriate contact details and guidance on how to take your complaint forward

 

GDPR Statement – How Lancashire Wellbeing (Ltd) Handles Personal Data in Complaints

Lancashire Wellbeing Ltd is committed to protecting your personal data and ensuring that all information shared with us during the complaints process is handled lawfully, fairly, and transparently. When you make a complaint, we only collect the information necessary to investigate and resolve your concerns. This may include your name, contact details, details of your complaint, and any supporting information you choose to provide.

 

All personal data is processed in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. We use this information solely for the purpose of managing your complaint, improving our services, and meeting our legal obligations. Your information is stored securely, accessed only by authorised staff, and retained only for as long as necessary in line with our data-retention policy.

 

We will not share your personal data with third parties unless it is essential for investigating your complaint, you have given explicit consent, or we are legally required to do so. If your complaint needs to be reviewed by an external body (such as an Ombudsman or professional association), we will inform you before any information is shared.

 

You have the right to access your data, request corrections, object to processing, or ask for deletion where appropriate. For any data-protection queries, you can contact us directly at Team@Lancashirewellbeing.com 

 

Further information about how we handle personal data is set out in our Privacy Notice

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V1.0 - Published 02/02/2026