Complaints Procedure
If a visit did not go the way it should have, we want to hear about it, and we would much rather hear early. You can raise a complaint by phone on 07455 750006 or by email to lucie@aircarers.co.uk, and you can do it as a family, as a companion, or on behalf of someone else. Tell us what happened, when, and who was involved. We acknowledge complaints quickly, look at the booking record and the visit notes, speak to everyone concerned, and come back to you with what we found and what we are doing about it.
Anything that looks like a safeguarding concern is taken out of this process and dealt with straight away under our safeguarding policy, which can include pausing a companion's account while we look into it. If you are not satisfied with our answer you can ask for it to be reviewed by the founder, and for issues about money we will set out the payment and refund position in writing. Reading our vetting and insurance pages may also help you understand what we check before anyone visits.