Compliments and complaints

Compliments and complaints

We like to hear feedback from carers using our services so we can improve our offer. Find out more below about how to compliment, comment or make a complaint.

Please tell us what you think

We’re keen to provide the best possible service. So we want to hear your feedback on Action for Carers – the services you’ve used and the support you’ve received. It’s important that we know our services are effectively meeting carers’ needs.

  • Compliment It helps us to know if you have found our services useful.
  • Comment Let us know if you have any suggestions to make about the services we offer.
  • Complaint Tell us if you are unhappy with any aspect of the services you have received so we can try to put things right.

Who can make a complaint

Anyone who comes into contact with us or uses our services, including children and young people can make a complaint. You may ask a friend, relative or a professional to write to us on your behalf or come with you to meet us. You can also ask for a translator/interpreter if necessary.

You can tell us in person, by telephone, email, via our website or in a letter.

It may help you to talk to your local Citizens Advice Bureau or a solicitor if your complaint involves a legal matter, or contact your local Councillor or MP – details are available from your local library or you can find your MP here.

Making a complaint about an Action for Carers Surrey service
Stage 1

Please discuss the problem with the member of staff you are in contact with. They will do their best to resolve the matter as soon as possible. They may refer to their Manager for further help in resolving your complaint, with your permission. If this doesn’t solve the problem or you feel unable to discuss it with the staff member or their Manager, you may wish to make your complaint more formally, as follows:

Stage 2

Write to the ‘Complaints Officer’ at Action for Carers, Astolat, Coniers Way, Guildford GU4 7HL or you may use our Compliments and Complaints form form if you wish. Mark your letter Private and Confidential. This will be acknowledged within seven working days of receipt and your complaint will be responded to within 28 calendar days.

Stage 3

If you are not satisfied with this response you can ask the Chair of Action for Carers to re-consider your complaint. If this happens, a small Appeal Panel of Trustees, who have not been part of the original complaint, will meet within 28 days of your request to re-consider. Details of this process will be sent to you, if you choose to Appeal.

You can download our Compliments and Complaints form which has full details.

Compliments and Complaints form

Other kinds of feedback

You can use your experience in other ways too – share your story or take part in consultations.

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Share your story

Find out about opportunities to share your experience of caring.

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Use your voice

Speak up at consultations and campaigns to make a difference to services and support for carers locally and nationally.