Complaints Procedure

At Access Care, we are committed to maintaining high standards and providing a thoughtful, reliable service.

If at any point you feel that something has not met your expectations, we would encourage you to let us know. We take all feedback seriously and aim to resolve concerns promptly, fairly and with care.

Raising a concern

In the first instance, we recommend contacting your usual point of contact within the Access Care team. Many matters can be resolved quickly through open discussion.

If you would prefer, or if the matter requires escalation, you may contact us directly using the details below.

Making a formal complaint

You may submit a complaint by:

Access Care Management Ltd
The Old Police House
High Street
Stockbridge
Hampshire
SO20 6HE

What to include

To help us investigate your concerns, please include:

  • your name and contact details
  • details of the issue
  • any relevant dates or information
  • how you would like the matter to be resolved

How we will handle your complaint

Once received, we will:

  1. Acknowledge your complaint promptly
  2. Review the matter carefully and fairly
  3. Keep you informed of progress
  4. Provide a clear response and outcome

We aim to resolve complaints as efficiently as possible, while ensuring each matter is given appropriate consideration.

Our role

Access Care operates as an introductory agency, introducing self-employed carers to clients and customers.

Where a complaint relates directly to a self-employed carer, we will support you in addressing the matter and, where appropriate, assist in finding a suitable resolution or alternative arrangement.

If you remain dissatisfied

If you feel your concern has not been resolved satisfactorily, please let us know and we will review the matter again.

Feedback

We also welcome positive feedback. It helps us maintain and improve the standards we are proud to uphold.

Last updated

March 2026