Complaints & Feedback
At Health and Independence Care, we are committed to providing high-quality, compassionate, and person-centred support services.
We welcome feedback from clients, families, professionals, and visitors. Listening to feedback — both positive and constructive — helps us improve our service and ensure individuals feel respected, safe, and supported.
If you are unhappy with any part of our service, please let us know. We take concerns seriously and aim to resolve issues fairly, respectfully, and promptly.
Health and Independence Care is currently awaiting CQC registration approval for regulated Personal Care services.
How to Make a Complaint
You can raise a complaint or share feedback in the following ways:
Online: Complete the complaints form below and submit it directly to our management team.
Phone: 📞 02080907342
Post : Health and Independence Care
27 Harcourt Road
Thornton Heath
Surrey
CR7 6BY
We aim to acknowledge complaints promptly and work openly with individuals and families to reach a fair
resolution.
⚠️ For urgent safeguarding or welfare concerns, please contact us by phone.
We value every concern raised.
Your feedback helps us improve our services and provide the highest standard of compassionate, person-centred care.
What Happens Next
We will acknowledge your complaint within 3 working days.
Our team will investigate the concern and aim to provide a written response within 28 days.
If additional time is required, we will keep you informed throughout the process.
If You Are Not Satisfied
If you feel that your concern has not been resolved, you may seek independent advice or guidance from:
Citizens Advice
https://www.citizensadvice.org.uk
Local Government and Social Care Ombudsman
Our Commitment
We treat every complaint as an opportunity to learn and improve.
Our aim is always to handle concerns with fairness, transparency, and professionalism, ensuring clients and families feel heard, respected, and supported.