Complaints And Compliments

A fully-managed service for complete peace of mind.

Give us your feedback

Your keen and honest feedback is greatly encouraged, as long as it is constructive and can help us improve our overall service offerings and monitor the performance of our caretakers.

Should you have any complaints, suggestions and recommendations, feel free to get in touch with us. We are more than delighted to hear from you.

How to reach our customer care department

There are several ways to reach us. You may send us an e-mail using , or directly call us on 0300 124 5231 You can also send a letter to our billing address: 30 High Rd, London N2 9PJ.

We have specialists who are always available to assist you should you wish to visit our offices personally. Office opens at 9 AM and close at 6 PM.

Your comments and suggestions will be highly appreciated and all your complaints will be resolved with the utmost urgency and efficiency.

Please refer to the details below to know how we process your complaints.

Step-by-step process for complaints

PHASE 1 – Initial action

Once received, all concerns and complaints will be saved and recorded on our system for initial filing. The concern or complainant will immediately be given a case number for reference purposes.

All processing will be handled within a 24-hour period. If the complainant was able to submit their complaint personally, their concern will be processed right away.

It will take 20-30 business days for our complaint department to fully resolve the issue, depending on the complexity of the complaint. This duration includes the conducting of an investigation and coming up a workable solution prior before forwarding the result to the complainant.

The results given to the complainant will include all the details and reports concerning our comprehensive investigation.

PHASE 2 – Investigation process

Our Registered Manager will be the one to assess and investigate the complaints and concerns received by The Cedars Home Care.

The investigator will personally speak with the complainant directly and will evaluate every possible solution. The investigation will be done within 20-30 business days and the results and recommended action will be delivered to the complainant for consideration in that time frame. While the investigation is being carried out, written communication will be provided on a regular basis to the complainant, updating them on every step the investigator is taking to come up with a solution.

Should the investigation go beyond the expected time frame, a notification will be sent to the complainant, stating all the reasons why the evaluation needs to be given more time. Naturally, complaints of a complex nature require more time.

PHASE 3 – Final assessment

The results of the investigation will be forwarded to the higher department for further deliberation. The results will be carefully assessed and the final outcome will be provided to the complainant.

Personal data security

We know that processing a complaint is a highly sensitive matter, and we value and respect your need to hand the matter discreetly, especially when you provide us with personal data. We will use your information for the sake of the complaint resolution only. In accordance with the General Data Protection Regulation 2018, we assure you that your identity is safeguarded and kept confidential.

Old records of the complaints will automatically be deleted from our system after five years. Once the case has been closed, it will be sent to a secure system where only experts can access it.

Your information will be known only to persons involved in the investigation, as well as to our company’s highest department.

Case tracking

Every concern directed to our specialists will be handled with secrecy. Having said that, our team will be collecting your information. Personal details listed below are what we need you to provide, and the nature of the details varies on a case-by-case basis.

For Compliments and comments:

  • Name
  • Address
  • Persons involved (person or people being complimented)
  • Nature and date of the compliment or comment
  • Suggestions and recommendations

For complaints:

  • Address
  • Persons involved (If there’s any)
  • Nature and date of the complaint
  • Suggestions and recommendations
  • Expected results

All the information mentioned above will be considered as a stepping stone for our company so we continually improve through the years.

Tell us your concerns!

We are available round-the-clock to discuss and find a home care option that is suitable for you. We can call you if you request a callback or you can reach us on 0300 124 5231.