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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.

Taking Care will respond to any complaint made by you in accordance with our internal complaint handling procedure as set out in the Welcome Brochure provided to you with your personal alarm.

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. For more detailed information on what you can expect from us to ensure that we comply with our legal obligations to consumers, please:

  • Call our Customer Services Team on 0800 085 7371; or
  • Contact us in writing at: Customer Services, PPP Taking Care, Linhay House, Linhay Business Park, Eastern Road, Ashburton TQ13 7UP; or
  • Email us at

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.

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.