Making a complaint
Informal Complaints
As a service user or carer, you may wish to express dissatisfaction or raise a concern about any aspect of your care but may not wish to make a formal complaint. In these instances, we encourage you to discuss your complaint with your Health Coach, either verbally or in an in-app message, or with the Liva Support Team who can be contacted at support-uk@livahealth.com (for service users or carers in the United Kingdom) or support@livahealth.com (for service users or carers in all other geographic locations).
Your Health Coach or the Support Team will attempt to resolve your complaint to a satisfactory standard. If you are satisfied at this point, the complaint will be closed and no further action required; however if you remain dissatisfied, then you are entitled to make a formal complaint.
You may also make a complaint on behalf of someone else, provided you have their consent and the service is satisfied you are acting in their best interests. If the service decides this is not the case, you will be notified in writing and an explanation given.
We are not able to deal with questions of legal liability. We hope you will allow us to look into and, if necessary, correct any problems that you have identified, or mistakes that have been made.
Formal Complaints
It is important that you contact us as soon as possible after the cause of the complaint occurs. We will usually only investigate complaints that are made within 12 months of the cause of the complaint. However, the time limit can be waived if there are good reasons you could not have complained sooner.
Please put your complaint in writing to The Service Manager, including the name of the Liva programme or service that you are enrolled on, and send to feedback@livahealth.com.
Liva Healthcare will offer full assistance to anyone for whom this process may pose a challenge.
Service Response
We will acknowledge your complaint within 3 working days of receipt verbally (over the phone), or in writing (via email). When acknowledging the complaint, we will offer you a phone call to discuss the complaint, at a time to suit you. We will advise the manner in which the complaint will be investigated and the likely timescale for this investigation and when the you are likely to receive a written response.
If you do not want to discuss your complaint over the phone, then we will determine the response time and notify you in writing.
We will aim to provide a written response within 30 days. We will let youknow if it is likely to be longer than this, and we will update you with the progress of your complaint within 15 working days from the receipt of the complaint advising. This feedback will include either-
- The outcome of the complaint investigation procedure; or
- The status of the continuing investigation with a negotiated timeframe for the final report.
The written response will include an explanation of how the complaint has been considered, conclusions reached and how they may affect you. It will confirm any actions that need to be taken as a consequence of the complaint. If you remain dissatisfied with the written response, you may request a review of the findings by a member of Liva’s Senior Management team. This may or may not entail another investigation. The findings of the review will then be communicated to you.
If you remain dissatisfied with the outcome, you will be advised of the escalatory process.