Complaint Handling Procedure

We take complaints about our work, equipment, staff, and levels of service very seriously. If you are not satisfied, please put your complaint in writing, in the first instance to Alison Smith, Manager, Unit 10/11 The Parkwood Centre, Aston Road, Waterlooville, Hampshire PO7 7HT

In order to address your complaint efficiently we will need in writing within 7 days:

• a clear, detailed description of what your complaint is about
• copies of any letters or emails related to the complaint
• a correspondence case reference number, if you have it
• your email address or postal address

We aim to acknowledge the complaint within 2 working days. If we cannot reply in full to you within this time, we will communicate when you can expect a reply.

If applicable we will need to obtain an engineer’s report within 7 days and will forward a formal response within 21 days of receiving that report.

In line with General Data Protection Regulation (GDPR) if you feel that there has been a breach of security regarding your personal data, please report this immediately to the office verbally in the first instance and then in writing to the above address or email: alison@cavendishhealthcare.co.uk

If necessary the Data Controllers will escalate the report to the relevant parties and will contact the Information Commissioner’s Office (ICO).

Likewise, if you have any complaints pertaining to GDPR please follow the process above. Cavendish Healthcare will investigate any concerns within 72 hours and will respond in writing within a further 72-hour period.

If the problem is still unresolved or you have exhausted our complaints process you can approach the British Healthcare Trades Association (BHTA) for mediation and, as a member, we will participate in this process and abide by their Code of Practice. The BHTA can be contacted at: New Loom House, Suite 4.06, 101 Back Church Lane, London E1 1LU Tel: 020 7702 2141 Email: complaints@bhta.com

★★★★★
2 years ago

I've just taken delivery of my first power chair. From the very beginning I was very impressed with the staff in the Waterlooville Showroom. Joe and his team made sure that I was well looked after and supportive throughout the research and purchasing phase. He answered questions clearly and was an excellent communicator. He took the time to show me the equipment, more than once, all with patience. The showroom is bright and the team are welcoming. We did a lot of research before settling on my chair and through the whole process Joe, could not have been anymore helpful. I was always welcomed on my arrival and given time to collect my thoughts. The chair I selected was bought at what I would consider to be a very fair price. In conclusion I fully recommend Cavendish Healthcare to you as a trustworthy company with excellent products, all at great prices.

Gareth R.