Our Complaints Procedure At Carewatch, we do everything that we can to ensure that our customers and their families have a good Carewatch experience If this has not been the case, then we are very sorry and would really appreciate the opportunity to put things right; we take all complaints very seriously. Importantly, we are eager to listen to you so that we can resolve the situation. Likewise, if you have an idea or suggestion on how we can improve our services, then please get in touch as we really welcome this. How to communicate your complaint to us Should you have reason to complain, you can send it to us in the form of writing; by letter, email, or fax, or verbally by telephone. In the first instance, it is best to contact your local team directly. They will be the first people to attempt to resolve your complaint and who need to hear your feedback. However, if you have already attempted this, or you would prefer to do so, please get in touch with our Central Support Team: Carewatch Care Services Limited Building 420 2nd Floor, Block C Silbury Court East Silbury Boulevard Milton Keynes MK9 2AF Tel: 01908 557 950 (09:00-17:30) Fax: 01908 395 471 How we will handle your complaint We have a complaints logging system to record your complaint and assign it to the most relevant member of the Carewatch team to investigate. You will receive either a phone call, email or a letter within 24 hours, or the next working day after contacting us, with an offer of a home visit so that we can discuss your concern and work together to resolve the matter. Thank you for caring enough to give us the chance to improve.