The Guardian Care Hub
Contact Details
Telephone: 020 4615 6009
Email: info@theguardiancarehub.com
Our Commitment
At The Guardian Care Hub, we are committed to delivering a high-quality remote wellbeing monitoring service that supports people to live safely, confidently and independently in their own homes.
Our service combines technology, monitoring and customer support to provide reassurance to Service Users and their families. The equipment installed within the home is provided solely to facilitate the delivery of this service.
We recognise that, on occasion, concerns or complaints may arise. We welcome feedback as an opportunity to improve the quality of our service and are committed to resolving concerns promptly, fairly and respectfully.
This policy explains how you can raise a concern or complaint, how it will be investigated, and the timescales you can expect.
1. Our Responsibilities
The Guardian Care Hub provides a remote wellbeing monitoring service designed to support independent living and provide reassurance to Service Users and their nominated contacts.
As part of delivering this service, we are responsible for:
- Arranging the installation, commissioning and activation of the Guardian Care Hub service.
- Providing and maintaining the equipment required to deliver the service.
- Monitoring and managing alerts generated by the service in accordance with our agreed service offering.
- Supporting customers, Service Users and nominated representatives with the operation of the service.
- Responding to technical faults and service-related enquiries.
- Investigating complaints relating to the service we provide.
- Processing personal information securely and in accordance with UK data protection legislation.
The Guardian Care Hub is a wellbeing monitoring service. It is not an emergency response service, medical service, clinical monitoring service or replacement for appropriate care arrangements, supervision or emergency services.
2. Customer Responsibilities
To enable us to deliver the service effectively, the Client, Service User or authorised Representative agrees to:
- Provide accurate and up-to-date contact information.
- Notify us promptly of any changes to the Service User’s circumstances.
- Inform us of any changes to nominated contacts, attorneys or representatives.
- Ensure the equipment provided to facilitate the service remains connected to the required power supply, internet or mobile network (where applicable).
- Not unplug, relocate, alter, remove or tamper with any equipment without prior agreement from The Guardian Care Hub.
- Report any technical faults, service issues or concerns as soon as reasonably practicable.
- Obtain appropriate consent before providing the details of family members, emergency contacts or other representatives.
Failure to maintain the equipment or interference with the installed system may prevent us from delivering the service effectively.
3. Raising a Concern
We encourage concerns to be raised as soon as possible so they can be resolved quickly and effectively.
Concerns may relate to:
- The quality of the Guardian Care Hub service.
- Installation or activation of the service.
- Equipment performance affecting the delivery of the service.
- Monitoring alerts or notifications.
- Technical faults or connectivity issues.
- Communication with our team.
- Data protection or confidentiality.
- Any aspect of the customer experience.
Before contacting us, it may be helpful to make a note of:
- the date and time of the issue;
- any alerts received;
- photographs or screenshots where relevant; and
- a brief description of what occurred.
This information assists us in investigating your concern efficiently.
4. Contacting The Guardian Care Hub
Please contact us if:
- You believe the service is not operating as expected.
- Equipment appears faulty or damaged.
- You are receiving unexpected or incorrect notifications.
- You wish to update your nominated contacts.
- The Service User’s circumstances have changed.
- You require technical assistance.
- You wish to raise a complaint regarding any aspect of our service.
Contact Details
Email: info@theguardiancarehub.com
Telephone: 020 4615 6009
Once we receive your concern, we will:
- acknowledge receipt within two working days;
- record the details of your concern;
- investigate the matter appropriately;
- keep you informed throughout the investigation where necessary; and
- work with you to reach a fair and appropriate resolution.
We aim to resolve all concerns as promptly and professionally as possible.
5. Safeguarding Concerns
If your concern relates to suspected abuse, neglect, financial exploitation, self-neglect or an immediate risk to a person’s safety, this should be treated as a safeguarding matter.
Where appropriate you should:
- Contact your local Adult Safeguarding Team.
- Contact the emergency services by dialling 999 if there is an immediate risk to life.
- Notify The Guardian Care Hub so we can record the concern and take any appropriate action within the scope of our service.
Information about local safeguarding services can be found via your Local Authority under Adult Social Care or Safeguarding Adults.
6. Our Complaints Process
If your complaint relates to the Guardian Care Hub service, our staff, communications, equipment supporting the service or any aspect of your customer experience, we will investigate thoroughly.
Stage One – Complaint Received
We will acknowledge your complaint within two working days.
Stage Two – Investigation
We will review all relevant information, including service records, communication logs and technical information where appropriate.
If additional information is required, we will contact you during the investigation.
Stage Three – Outcome
We aim to provide a written response within 10 working days.
Our response will include:
- our findings;
- any actions taken;
- any improvements identified;
- details of any resolution offered; and
- information on any further steps available should you remain dissatisfied.
Where investigations are more complex and additional time is required, we will keep you informed of progress and provide revised timescales.
7. Independent Advice
If you remain dissatisfied after receiving our final response, you may seek independent advice from the appropriate organisation.
Information Commissioner’s Office (ICO)
If your complaint relates to data protection or the handling of personal information, you may contact the Information Commissioner’s Office.
Telephone: 0303 123 1113
Citizens Advice Consumer Service
For independent consumer advice regarding your agreement or the service provided:
Telephone: 0808 223 1133
Where appropriate, Citizens Advice may refer matters to Trading Standards.
8. Learning and Continuous Improvement
We are committed to continually improving the Guardian Care Hub service.
Every complaint, concern and item of customer feedback is recorded, reviewed and used to identify opportunities to improve our service delivery, customer communications, technology and operational processes.
Feedback is welcomed and forms an important part of ensuring we continue to provide a safe, reliable and person-centred wellbeing monitoring service for our customers and their families.
9. Contact Information
We are My Life My Care Limited trading as Guardian Care Hub.
Address: 36 Upper Brook Street, London W1K 7QJ
Email: info@theguardiancarehub.com
Company Number: 16505895
Telephone Number: 020 4615 6009
You benefit from statutory rights of the consumer under Part 1 of the Consumer Rights Act 2015. A copy of our Company’s Complaints Procedure is available www.theguardiancarehub.com
My Life My Care Limited trading as Guardian Care Hub.