Complaints
At Caremark, we are committed to delivering high-quality care and service. We take all complaints seriously and view them as an opportunity to learn, improve, and enhance the services we provide.
Complaints About Caremark Franchise Offices
Caremark operates through a network of independently owned and operated franchise offices across the UK. Whilst each office trades under the Caremark brand, each franchise office is a separate company and legal entity responsible for delivering care services and managing complaints relating to its own operations.
If your complaint relates to a Caremark franchise office, we encourage you to raise your complaint directly with the franchise office in the first instance. This gives the office the opportunity to investigate your concerns and work with you to reach a resolution.
If you have already raised your complaint with the franchise office and feel that the matter has not been resolved satisfactorily, you may submit your complaint to Caremark Limited using the form below.
As the franchisor and owner of the Caremark brand, Caremark Limited has a vested interest in ensuring that complaints are handled appropriately and that the high standards associated with the Caremark brand are maintained. Whilst Caremark Limited is not responsible for the day-to-day operation of franchise offices, we may liaise with the relevant franchise office and monitor the progress and outcome of complaints to help ensure they are managed in accordance with our standards, policies, and procedures.
By bringing a complaint to our attention, you help us maintain the quality, integrity, and reputation of the Caremark brand across our franchise network.
Confidentiality
All complaints are treated with the utmost confidentiality and handled in accordance with applicable data protection legislation. Raising a complaint will not affect the care or support you receive from Caremark.
We are committed to ensuring that every complaint is considered fairly, respectfully, and in a timely manner.
How to Make a Complaint
To ensure your complaint is recorded accurately and dealt with efficiently, all complaints should be submitted via our online complaints form:
Please use this form if:
- Your complaint relates to Caremark Limited; or
- You have already raised your complaint with a Caremark franchise office and do not feel the matter has been resolved satisfactorily.
Using the online form enables us to gather the information required to review your concerns thoroughly and take the appropriate next steps.
If you require assistance completing the form, please email complaints@caremark.co.uk, and a member of our team will be happy to help.
We will acknowledge all complaints in writing within 3 working days. If a complaint is provided verbally, the complainant will also receive a written copy of the complaint for their records.
Our acknowledgement will confirm who will be responsible for handling the complaint and how they can be contacted.