How to Complain

We hope you never need to raise concerns about our products and services or any aspect of our Terms and Conditions. However, we understand that there may be times when you do.

To raise a complaint:

Please call our Customer Services Team on 0800 085 7371. Lines are open 9am - 5pm Monday to Friday
Or contact us in writing at: Customer Services, PPP Taking Care, Linhay House, Linhay Business Park, Eastern Road, Ashburton TQ13 7UP
Alternatively, email us at enquiries@ppptakingcare.co.uk.

If making a complaint as a customer of, or on behalf of, a housing association, charity or organisation other than Taking Care or Age Co, please complete our online form here to help us efficiently investigate your complaint.

How we handle complaints

Taking Care will respond to any complaint made by you in accordance with our internal complaint handling procedure.

Click here to review our complaints procedure

Nothing in these Terms and Conditions affect your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’). You may also have other rights in law.

If we cannot resolve the complaint to your satisfaction using our complaint handling procedure, we will upon your request escalate your complaint to the Telecare Services Association (TSA). Whilst the Telecare industry is not regulated by an independent adjudicating body or Ombudsman, Taking Care adopts the principles laid out by the TSA for raising complaints.

You can view our full Terms and Conditions here.

Complaints procedure

Taking Care's definition of a complaint is any expression of dissatisfaction regarding our products and services delivered by us or on our behalf, whether we believe it to be justified or not.
Please note that at the first expression of dissatisfaction, our teams will make every attempt to resolve your queries and reassure you in regard to any concerns you may have.
In the event your complaint is not resolved at the first point of contact this will be raised and logged as a formal escalated complaint via our internal complaints form.
Once your escalated complaint has been formally raised you will be assigned a dedicated resolver.
The dedicated resolver assigned to your complaint will make contact regarding your complaint within 5 working days.
In the event you are unhappy with the outcome reached with your dedicated resolver, you have the option to further escalate your complaint. This will be escalated to the Realtime Resource Lead who will make contact within 5 working days.
In the event you are unhappy with the outcome reached with the Realtime Resource Lead you have the right to further escalate your complaint. This will be escalated to the Head of Customer Experience who will make contact within 5 working days.
In the event you are dissatisfied with the outcome reached with the Head of Customer Experience you have the right to further escalate your complaint to the next level of seniority.