Introduction
This Code of Practice explains how Anywhere Care works to resolve complaints and disputes. It applies to consumers and small-business customers, including customers who use services designed for people with disabilities.
Terms and conditions
When you enter into an agreement with us, you receive the terms that cover the telephone, billing and customer services we provide. Our current website terms are available on the Terms and Conditions page, or you can contact us for help.
Complaints and dispute resolution
We hope you will not need to complain, but if something is wrong, please contact Customer Services first. We will work to resolve the issue as quickly as possible and keep you informed if it requires more time.
Step 1 — Contact Customer Services
You can contact us by telephone, email or letter. Our team is available from 09:00 to 17:30, Monday to Friday. Calls may be monitored or recorded for training and quality purposes.
We aim to contact you within 72 hours of receiving a complaint and, where possible, resolve it within that period. If we cannot reach you by telephone, we may use the email or postal address you supplied.
Step 2 — Escalate your complaint
If you are unhappy with our initial response, you can ask us to reconsider the issue or request escalation to a Customer Service Team Leader. An unresolved matter can then be escalated to an Operations Manager. We aim to respond within 72 hours at each escalation stage.
Step 3 — Independent advice
You may seek independent advice from Citizens Advice, a consumer advice service or Trading Standards. We recommend allowing us the opportunity to resolve the problem first, as many issues can be settled quickly through our complaints process.
Step 4 — Alternative dispute resolution
If your complaint remains unresolved after eight weeks, or we reach deadlock, you may be able to refer it to an Ofcom-approved alternative dispute resolution service free of charge. You must complete our escalation process before requesting a deadlock letter.
Please contact us for the current scheme details and referral information.
Ofcom
Ofcom requires communications providers to maintain an appropriate complaints process. It does not normally investigate individual complaints or adjudicate between individual customers and providers, but it can provide guidance about the complaints process.
Contact details
Anywhere Care Limited, Unit 7, Twin Brook Business Park, Twin Brook Road, Clitheroe, Lancashire, BB7 1QX.
Telephone: 01200 400010
Email: info@anywherecare.co.uk