If you’re unhappy with our service, we want to know about it!
We welcome your concerns and complaints, no matter how big or small.
- Does your wheelchair not work the way you expected it to?
- Is your wheelchair broken?
- Have you not been called back?
- Have our staff not turned up when they said they would?
- Do our staff have a bad attitude?
We understand that these things can be frustrating and/or upsetting, and that doesn’t sit well with our values. We strive to be the best wheelchair service provider in the UK – we need to know when things aren’t working, so that we can fix them.
If you have not received the level of service you would expect from us, we want you to tell us. By doing so, you can help us get to the bottom of the problem quickly and effectively.
If you wish to raise a concern or make a complaint on behalf of a service user, for confidentiality reasons, explicit consent must be obtained from the service user to disclose personal health information and the results of any investigation.
Raising a minor concern
Any minor concerns that you may have are, in most cases, best dealt with as soon as they arise. We encourage you to raise any concern you have to your local customer service team on 0808 196 1850 in the first instance, as they may be able to sort out the problem straight away.
Making a complaint
All complaints are treated in the strictest of confidence and we always aim to resolve them quickly and, where possible, correct any mistake straight away. You can make a formal complaint to your local customer service team in the first instance.
The complaints process
Once you have raised a formal complaint, the customer service team will contact you by telephone. This will usually be within one (1) working day. Please let us know during this call if you need us to communicate with you in a different way, or have any other accessibility needs, e.g. you require an advocate or interpreter.
A written acknowledgement will be provided within three (3) working days, giving contact details of the person who will initially be dealing with your complaint and the next steps.
We aim to resolve all complaints within 25 working days. We understand, however, that some complaints are more complex and it may take longer to conduct a thorough investigation and provide a full response. If this is the case, the customer service team will agree a more realistic timescale with you.
Escalating your complaint
If you’ve been in touch with your local team and they’ve been unable to provide a resolution, please write to the complaints team at our corporate office:
1st Floor, Ash House
Woodlands Business Park
Linford Wood West
Milton Keynes MK14 6EY