At our company, our customers are our top priority. We believe in actively listening to their needs, suggestions, and concerns to enhance our services and ensure their safety. We assure all our customers that making a complaint will never lead to victimization; instead, we encourage them to utilize our complaints procedure whenever they feel it is necessary.

We understand that feedback is essential, not just for major issues but also for minor matters that might bother our customers. Whether it’s receiving cold food, experiencing unexplained delays, or encountering communication issues, we value every comment.

Every complaint and concern is treated with utmost seriousness, and we take prompt action with fairness and impartiality. Our goal is to create a positive experience for our customers, so any incident that disturbs or upsets them should be reported, recorded, and resolved as much as possible.

By actively listening and acting upon the feedback our customers provide, we remain committed to continuously improving the quality of service we deliver.


How to make a compliment or nominate someone for recognition

Your compliments and nominations hold a special place in our hearts. We cherish every positive word you share, as it brightens our day and motivates us to keep up the good work! Expressing your satisfaction is invaluable to us, and we encourage you to make compliments or nominate someone deserving of recognition.

By receiving compliments, we understand that our services are meeting your expectations and providing you with a satisfactory experience. It reaffirms our commitment to delivering top-notch care and support.

Additionally, your nominations allow us to recognize and appreciate the hard work and dedication of our carers. They are the backbone of our organization, and knowing that their efforts are acknowledged makes a significant impact on their morale and motivation.

Your feedback also influences our organisational and service development. We take your suggestions seriously and use them to continuously improve our operations, ensuring that we provide the best possible care and service to our valued customers.

So, if you have something positive to share or someone deserving of recognition, please don’t hesitate to reach out. Your compliments and nominations play a vital role in shaping our services and reinforcing our commitment to excellence. Together, we can make a difference and create a better experience for everyone involved.

If you would like to make a compliment or to nominate someone for recognition, then please email: or call: 0330 0535014.


Our complaints procedure

If you are unhappy with any part of our care service, then please talk to us. By discussing your concerns immediately, issues can usually be resolved swiftly. Please do contact our Care Partnership Team who will be able to discuss the problem with you and together you can agree the next steps. In the event that a solution cannot be found immediately, then our complaints process follows three stages which is outlined below:

Stage One
In the first instance, please contact our Care Parntership Team as many issues can be resolved immediately. However, if the concern is about this team, then please email: and a member of the senior management team will investigate your concerns.

Stage Two
If you are unhappy with the response or the complaint cannot be resolved, then an independent senior manager will be allocated. They will review the findings and outcomes from the previous investigation.

Stage Three
In the instance that the complaint cannot be resolved in stage two, an independent and impartial review of the concern and all investigations will be managed by someone at director level, who will make an informed decision on any further action required.


If you have engaged a live-in carer or a private PA through our introduction service then you are their employer.  You might want to read the ACAS guidance on how to approach your carer with your complaint yourself.  We will try to help as much as possible with this process by sharing protocols and approaches. Please remember though that if you have a complaint about a carer that you are their employer and not us, we have only introduced them as passing our screening tests.  It is up to you to make sure that you are happy with them and their job performance.