Customer Complaints
Although our objective is to provide a top quality service, there may be occasions when you believe that you have not received the level of service you are entitled to. If this arises, we are keen to ensure that you bring such instances to our attention so that your concern can be addressed. If we have made a mistake, you will receive an apology and we will take corrective action promptly.
Many concerns arise from misunderstandings and can be resolved by contacting the member of staff with whom you have been dealing. In all instances you should work with your Account Manager who will work hard to investigate your concerns and will always report back on how we can help to resolve the issues. If you would prefer not to contact the member of staff concerned, of if you believe they have not resolved your concern, you can make a formal complaint in writing.
To make a complaint you should write in the first instance to Paul Marden, Director, Orcare Limited, The Hub, Fowler Avenue, IQ Farnborough, Farnborough GU14 7JF. Mark your envelope "Personal and Confidential".
All complaints will be thoroughly investigated. If he cannot respond immediately he will acknowledge your letter within two working days, arrange for your case to be examined and reply to you within ten working days. If it is not possible to deal with your complaint within this time, for example, because it involves complex matters or requires detailed investigation, we will explain why and let you know when you can expect a response.
Got a problem? You can get hold of us on 01252 302379 or 
