Complaint Handling Procedure

We take complaints about our work, equipment, staff, and levels of service very seriously. If you are not satisfied, please put your complaint in writing, in the first instance to Alison Smith, Manager, Unit 10/11 The Parkwood Centre, Aston Road, Waterlooville, Hampshire PO7 7HT

In order to address your complaint efficiently we will need in writing within 7 days:

• a clear, detailed description of what your complaint is about
• copies of any letters or emails related to the complaint
• a correspondence case reference number, if you have it
• your email address or postal address

We aim to acknowledge the complaint within 2 working days. If we cannot reply in full to you within this time, we will communicate when you can expect a reply.

If applicable we will need to obtain an engineer’s report within 7 days and will forward a formal response within 21 days of receiving that report.

In line with General Data Protection Regulation (GDPR) if you feel that there has been a breach of security regarding your personal data, please report this immediately to the office verbally in the first instance and then in writing to the above address or email: alison@cavendishhealthcare.co.uk

If necessary the Data Controllers will escalate the report to the relevant parties and will contact the Information Commissioner’s Office (ICO).

Likewise, if you have any complaints pertaining to GDPR please follow the process above. Cavendish Healthcare will investigate any concerns within 72 hours and will respond in writing within a further 72-hour period.

If the problem is still unresolved or you have exhausted our complaints process you can approach the British Healthcare Trades Association (BHTA) for mediation and, as a member, we will participate in this process and abide by their Code of Practice. The BHTA can be contacted at: New Loom House, Suite 4.06, 101 Back Church Lane, London E1 1LU Tel: 020 7702 2141 Email: complaints@bhta.com

★★★★★
2 years ago

Found the staff on 2 visits very helpful and friendly ; they answered all our questions which made it easy to conclude what mobility scooter to buy; thank you.

Lynda M.