We always try to provide the highest quality of service and best possible experience for the people we support. However, we recognise that sometimes we do not always get this right, and there may be times where our service does not reach expectations.
If this happens, we encourage people to talk to a member of staff, or manager, if they are unhappy with the services they have received. We will always try to resolve issues informally, having open discussions to come to a satisfactory resolution, wherever possible.
If we are unable to resolve the problem informally, individuals can make a formal complaint.
Making a formal complaint
There are several ways to make a formal complaint about our services:
- Send an email to: feedback@carersfirst.org.uk
- Phone our Helpline: 0300 303 1555
- Write to our head office:
Carers First
Unit 4 Michael Gill Building
Tolgate Lane
Strood
Kent ME2 4TG
If you need support, please ask a team member or manager, who will be able to help you make your complaint.
We would also love to hear any comments or compliments people have about our services, through any of the same feedback channels above, which we will use to improve services and share best practice.
You can read our full Compliments and Complaints Policy here.