Our policy sets out to resolve complaints efficiently whilst learning from them to improve our services and prevent complaints arising in the future. Our principles are to provide a quality service by:
- Putting things right within reasonable timescales.
- Keeping our customer informed.
- Managing expectations.
- Following our policy and procedures.
- Fully and accurately record details, actions, and investigations of the complaint at all stages.
- Use lessons learned from the complaints to improve our service and prevent complaints.
Stage 1 – The company will seek to investigate and resolve complaints within 10 working days of receipt of that complaint. The company will acknowledge receipt of the complaint in writing or by email within 3 working days and seek to resolve within 10 working days. If the complaint needs to be escalated to another department for information, the complaints department will inform the complainant at 5 days, that they have had to escalate and that updates will be provided as soon as they can
Stage 2 – Where the complainant is unsatisfied with the outcome of the investigation, they can request a review of their case.This will usually be undertaken by the Customer Experience Manager. At this stage the complainant should clearly set out their desired outcome and what they are unsatisfied with. Escalation will be to the Customer Service Operations Lead.
Stage 3 – If unsatisfied at the response from the Customer Service Operations Lead their desired outcome will be escalated to a director as part of the Senior Management Team.
If a customer reaches Stage 3 of the process and is unhappy with the outcome this can be further escalated to the TSA (Telecare Services Association).
How to make a complaint
If you wish to make a complaint or query an action taken about any aspect of the service delivered to you, you can do so in a variety of ways.
- By telephone: Call the Customer Service team at 0300 3336511 and select option 1. If the customer service adviser is unable to resolve your query or to respond satisfactorily to your complaint immediately, they will take your name, contact details and brief details of the complaint and pass through the details to the complaints department by email.
- By post: Write to Careium, Aspinall House, Walker Office Park, Blackburn, Lancashire, BB1 2QE. This will be scanned to the complaints team who will acknowledging receipt of the complaint the register number and will respond within 10 working days.
- By email: Send an email to [email protected]. An acknowledgement email will be provided, and an auto-response email will be supplied acknowledging receipt of the complaint and the register number and will respond within 10 working days.