Complaints policy

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.

We’re currently experiencing a high volume of calls/ emails coming through to our customer service team, which means that wait times are longer than normal. We thank you for your patience as we answer enquiries as quickly as we can.

How to make a complaint

  • By telephone by calling the Customer Care Team on 0300 3336511. If the adviser is unable to resolve your query or to respond satisfactorily to your complaint immediately, they will either transfer your call directly through to the Quality Control (QC) team or take your name, contact details and brief details of the complaint to pass through to the QC team who will deal with your complaint.
  • By post by writing to Careium, Aspinall House, Walker Office Park, Blackburn, Lancashire, BB1 2QE.
  • By email by writing to [email protected]

Who will deal with your complaint?

The Quality Control (QC) team deals with complaints logged with Careium. The QC team may well contact Field Service Supervisors and other teams in order to collate the necessary information in order to deal with your query.

What action will be taken as a result of your complaint?

Sometimes the QC team will be able to inform you of any actions taken as a result of the complaint you have made. However, this is not always possible. Any complaints made as a result of any actions taken by an Careium employee are always discussed with the relevant person. In addition, all complaints are reviewed by Careium management on a weekly, monthly and annual basis. These reviews provide an opportunity for Careium management to discuss ways of improving our service delivery and highlight any new issues that need to be resolved.