Care Access 24/7 Complaints Policy

Care Access 24/7 Limited (“Care Access 24/7”) is committed to delivering high-quality services while ensuring transparency, accountability, and customer satisfaction. We value your feedback and aim to address complaints promptly, fairly, and in compliance with applicable legal and regulatory requirements, including GDPR.

Making a Complaint

• Submitting Your Complaint: Complaints can be submitted in writing via email at info@careaccess247.co.uk or by mail to our registered address: "Future Business Centre Guildhall, Market Square, Cambridge, England, CB2 3QJ."
• Details to Include: Please provide your full name, contact information, details of the issue (including dates and times), and any supporting documents or evidence.
• Acknowledgement: We will acknowledge receipt of your complaint within three (3) business days and provide an initial response within ten (10) business days.

Formal Complaints Process

If your complaint cannot be resolved informally, it will proceed to a formal review. Our designated complaints officer will:

• Conduct a thorough investigation into the matter.
• Provide a detailed written response within twenty (20) business days from the date of escalation.
• Inform you of any corrective actions or resolutions undertaken.

GDPR Compliance and Third-Party Services

Care Access 24/7 complies with the General Data Protection Regulation (GDPR) to ensure the protection of personal data. Complaints submitted may involve processing by trusted third-party services, including:

• Formspree: Manages secure form submissions and data collection. For more information, please refer to Formspree's Privacy Policy.
• Tidio: Facilitates real-time live chat communication to resolve customer inquiries efficiently. Learn more at Tidio's Privacy Policy.
• Google reCAPTCHA: Ensures the security of our website by preventing automated abuse. Please see Google’s Privacy Policy for details.

Confidentiality

All complaints will be handled confidentially in accordance with data protection laws. We will only share relevant details with team members or third-party processors directly involved in resolving your complaint.

Escalation Process

If you are dissatisfied with the resolution provided, you may escalate the matter to a senior management team member or, if applicable, to the relevant regulatory body. Details on the escalation process will be included in our formal response.

Contact Information

For further assistance or to submit a complaint, please reach out to us via:

• Email: info@careaccess247.com
• Phone: 0333-772-3484
• Mail: Future Business Centre Guildhall, Market Square, Cambridge, England, CB2 3QJ.

Policy Updates

Care Access 24/7 reserves the right to update this Complaints Policy at any time. Changes will be communicated via our website, and the date of the latest revision will be noted.