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Complaints, compliments and comments

Call today, care tomorrow. A fully managed service for total peace of mind.

Sending us your feedback

Here at Helping Hands, we strive to deliver excellence every time, which is why we ask for feedback from our customers that enables us to continually improve our service. The opinions of our customers help us to shape our service, so please do tell us what you think.

If you have a complaint or compliment, please get in touch with us directly.

When we get it right…

We receive lots of compliments from our customers and their families. Not only is it great to celebrate the difference our carers make for our customers, but all feedback we receive helps us to shape our service, ensuring we give customers more of what they want and need. We are delighted when we receive compliments and are able to share these across the organisation. It allows our employees to be recognised for their commitment and hard work.

If you would like to make a compliment or nominate an individual or team for recognition, you can do so directly with your manager or office contact. Contact details can be found in your Support Plan.

When things don’t go as expected…

We are determined to provide excellent customer service, but if you feel your expectations have not been met, please let us know.

Our Complaints Policy provides a framework which is simple to use and easily accessible to all. We aim to give our customers the confidence that their comments are being listened to, and that their complaints are dealt with quickly, effectively, discreetly and in a fair and honest way. We seek to learn from any given feedback and will use this to improve our services.

We hope that most issues can be resolved quickly and effectively, but in the event that a solution cannot be found straight away, we have a formal procedure to follow. In the first instance, please contact us to discuss any concerns you may have. You’ll find our contact details in your Support Plan or on our website: www.helpinghandshomecare.co.uk/about-us/contact-us/

Still unhappy?

We encourage customers to raise complaints as soon as they can after the event occurred or the concern came to their attention, as delays in reporting complaints can cause challenges when conducting a thorough and fair investigation.

To ensure complaints are dealt with appropriately, we have a three-stage escalation process, where all complaints will be acknowledged within 24 hours of receipt. If the matter can not be resolved immediately, then a response will be provided within 20 working days – or 14 days for customers in Wales – to meet the requirements of our regulators.

Complaint – Stage One

Our intention is that matters are resolved by the person managing your relationship with us – you’ll find their contact details in your Support Plan. If the complaint is about this person, then please email complaints@helpinghands.co.uk and an independent manager will be allocated to investigate your concerns.

Complaint – Stage Two

If a complaint cannot be resolved in Stage One, an independent senior manager will review the findings and outcomes from the previous investigation, aiming to resolve the complaint to your satisfaction.

Complaint – Stage Three

In the instance that a complaint cannot be resolved in Stage Two, an independent and impartial review of the complaint and all investigations will be completed by someone at director level, who will make an informed decision on any further action required.

If at the end of our three-stage process you still feel that your complaint has not been resolved to your full satisfaction, please contact the Local Government Ombudsman (and the Ombudsman for Wales) who will review the matter independently for you.

Sending us your feedback

We actively encourage feedback from our customers – both good and bad – so that we can continuously improve and ensure that we are consistently providing high-quality care.

If you have a compliment or a complaint, please get in touch.

We love to hear your wonderful feedback, so please send your compliments to the email below or give us a call.

By email: enquiries@helpinghands.co.uk

 By phone: 01789 767181

We take all complaints and concerns very seriously and aim to settle each one promptly and to your satisfaction. If you would like to make a complaint, please contact us on the details below.

By email: complaints@helpinghands.co.uk

By phone: 01789 767181


If you have a concern or issue that you wish to raise anonymously, please call our dedicated whistleblowing number on 0345 543 6527, or email whistleblowing@helpinghands.co.uk.

Download our Complaints Policy

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