Compliments and complaints
Don't hold back your feedback
 

We are committed to providing a high standard of service to you and all our customers. Occasionally we may not live up to our promises. If this happens, we want to hear from you.

Letting us know when you are unhappy with the service you experience gives us the opportunity to put matters right for you and to improve our service in the future for everybody.

Our staff are the best placed to receive your complaint and to work with you to resolve it. You can share your concerns with them in person, by phone, by letter or e-mail.

Alternatively you can contact our Customer Services Team at:

Customer Services
Westminster Homecare
423 Edgware Road

Colindale

London

NW9 0HU

Telephone: 0800 074 5251 or 020 8200 2030
E-mail: onlinesupport
 
Contacting us by e-mail
 
We usually reply to your e-mail address but there may be occasions when we need to do so by post, for example when we need to refer to confidential information or enclose copies of important documents.
 
What you need to provide
 

To help us investigate and resolve your complaint as quickly as possible, please provide the following information:
 

  • Your name and address
     

  • Your account number or employee number (for confidentiality reasons, please do not send these details if submitting via e-mail)
     

  • A daytime telephone number where we can contact you

    A clear description of your concern or complaint
     

  • Details of what you would like us to do to put it right

    Where applicable please also provide:
     

  • Copies of any relevant documents, such as letters, or listings
     

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    How we will respond
     
    We will do our best to resolve your complaint immediately and with the minimum of inconvenience to you.

    Our first step is to understand what the problem is and to find out what we can do to put the matter right.

    Sometimes we may not be able to sort it out straight away. Where we cannot resolve it by the following day, this is what you can expect from us:

     
  • A written acknowledgement of your complaint within five working days.

     
  • Details of who is handling your complaint and how to contact them. Sometimes this may not be the person who received your complaint but the individual best placed to deal with it.

    If your complaint will take longer to investigate, we will keep you informed of progress.

    We aim to resolve your complaint within four weeks. If we are unable to do so, we will write explaining what's happening and let you know when we expect to do so.
     
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    If you are still not happy...
     
    Our aim is to resolve your complaint as quickly as possible and to your complete satisfaction. If, for whatever reason, you are unhappy with the response you receive from us please get in touch directly with the person or department who handled your complaint. They will then agree with you what the next steps are.

    If you are still dissatisfied , you can contact the UKHCA or your Local Authority.
     
    Finally...
     
    We value your feedback, be it good or bad.
    Please help us to get it right every time, for every customer.