Making a complaint

We are committed to providing high-quality services. If something has gone wrong or fallen short of your expectations, we welcome your feedback and the opportunity to put things right. 

You can make a complaint by: 

Email: info@careline.co.uk

Post: Careline365 Ltd, 42 Barnard Rd, Bowthorpe Employment Area, Norwich NR5 9JB 

Telephone: 0808 258 2472

Or use the contact form on this page

 

What happens next? 

We will acknowledge your complaint within two working days. A member of our customer service team will investigate and aim to resolve the issue within 14 working days. If it takes longer, we’ll let you know and explain why. In any case, we will provide a final response within eight weeks. 

 

Still unhappy? 

 If you're not satisfied with our response, you can request a review by a senior manager. If you remain unhappy or if your complaint has not been resolved within eight weeks, you may take it to our Alternative Dispute Resolution provider, CEDR Services Ltd. 

CEDR is independent and can mediate the dispute. If your complaint is eligible, we will enter into mediation in good faith, using CEDR’s Model Mediation Procedure. The service is free to use, and we will cover CEDR’s fees. 

Contacting CEDR 

Email: adr@cedr.com

Post: 100 St Paul’s Churchyard, London, EC4M 8BU

Phone: 020 7536 6060 

Thank you for helping us improve our services.