Feedback & Complaints

If you wish to complain or provide any compliments/feedback about the services you are receiving from Five Towns Home Assistance, please contact the office. Comments, compliments and complaints can be made in person, in writing, email or by telephone.

The office address and telephone number are listed at the bottom of this page.

When you make a complaint, we will need to know:

  • What happened?
  • Where and when it happened?
  • Who was involved?
  • What your expectations are or what you would like to happen?

Who can help?

If you feel unhappy about making the complaint yourself and you do not know someone who is prepared to talk to us on your behalf, we will be pleased to find someone from and independent organisation to act as an advocate on your behalf. You may wish to ask a friend or relative to support you with writing and recording the complaint.

After making a complaint – what you can expect:

  • Your complaint will be taken seriously and thoroughly investigated.
  • You will receive a written acknowledgement of your complaint within five working days.
  • If your complaint is not resolved within ten (10) working days, you will be regularly advised how your complaint is progressing.
  • All investigations will be recorded and any actions to be taken will be discussed and agreed with you, where appropriate.
  • We will try to resolve your complaint within 28 days.
  • When your complaint has been fully investigated, you will receive a letter stating the outcome and action taken as a result of your complaint.

If you do not receive a response or a reply to your complaint, you can contact The Manager – Five Towns Home Assistance, 95 Ladybalk Lane, Pontefract, WF8 1LA.