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Carevo

Complaints

Three different things can go wrong, and they go to three different places. This page covers all of them, including the ones that are not about us.

1. Complaining about Carevo

If something on this site is wrong, if we handled your enquiry badly, or if you are unhappy with how we used your details, tell us first. Email hello@carevo.uk with what happened and what you would like us to do.

We aim to acknowledge within 2 working days and respond fully within 20 working days. If a factual error is confirmed we correct it and note the change on the page.

If you are unhappy with how we handled your personal data and our response does not satisfy you, you can complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113.

2. Complaining about a care provider

Carevo is not a care provider and does not employ carers. We cannot investigate a service, and we have no power over one. The right routes are:

  • The provider's own complaints procedure first. Every CQC-registered service must have one and must tell you about it.
  • The Care Quality Commission on 03000 616161. CQC does not resolve individual complaints, but it uses them as intelligence and can inspect as a result. Report safeguarding concerns here.
  • The Local Government and Social Care Ombudsman at lgo.org.uk, once the provider's own procedure is exhausted. This covers privately funded care as well as council-arranged care.
  • Your council's safeguarding team if someone is at risk of harm or neglect. If someone is in immediate danger, call 999.

3. Complaining about a funding decision

These are the ones people most often do not realise they can challenge.

  • A benefit decision (Attendance Allowance, PIP, Carer's Allowance): ask for a mandatory reconsideration within one month, then appeal to an independent tribunal. A significant share of decisions are overturned.
  • A council financial assessment or care package: use the council's complaints procedure, then the Local Government and Social Care Ombudsman.
  • NHS Continuing Healthcare: ask the integrated care board for a local review, then NHS England for an independent review.
  • An EHC plan decision: appeal to the SEND Tribunal. IPSEA gives free, legally based advice.

Free, independent help

None of these organisations charge, and all of them are qualified in ways we are not: Citizens Advice, Age UK, Carers UK, Beacon (for Continuing Healthcare), IPSEA (for SEND), and Mind or Rethink (for mental health).

Who you are complaining to

Carevo Pty Ltd (ABN 69 696 950 919), a company registered in Australia, at 6/11 York St, Sydney NSW 2000, Australia.