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Complaint Procedure

We are committed to treating customers fairly and would very much like to know if  you are unhappy with any aspect of the service we provide. You may express your concerns or raise any issues in a choice of three ways.

1. By Writing to:

Personal Care Customer Service, Age Concern, Linhay House, Linhay Business Park, Eastern Road, Ashburton, TQ13 7UP

2. By Calling to:

Personal Care Customer Service on telephone number: 01364 651555

3. By Email to:

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Your communication will be acknowledged on receipt in writing and a full reply will be sent within 10 working days.

We promise that our response will be:
  • Written
  • Answer all points of concern
  • Factually correct
  • Signed by the correct person responsible for the reply
  • Contain a contact telephone number for the respondent

Please note:

  • If you are not satisfied with the response and its outcome we advise you write to Personal Care Customer Service Manager at the address given.
  • If you are still not satisfied please direct any further issues to Head of Customer Service at the address given, any response and outcome will then be final.

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Personal alarm service there when you need us most

For older people or those in poor health living alone, the concern is who comes when you need help? With a personal alarm service, that worry is taken away, with a 24 hour, 7 day a week service that responds instantly to any call for help.

Personal alarms are small, lightweight alarms that connect to a base unit next to your phone. In the event of an emergency, the alarm (often worn as either a pendant or a wristband) activates an emergency call to an operator via the base unit. Within minutes, our operators can direct a relative, friend, neighbour or even the emergency services to your home, giving you the peace of mind that someone will respond when you call for help.

A personal alarm service is always there for you, day or night. Unobtrusive, comfortable and reassuring, a personal alarm service is designed to help you maintain an independent lifestyle, no matter what your disability or age. But they're not just used for medical emergencies - a personal alarm service can also give your loved ones reassurance that your personal safety is being monitored every day. In the event of an emergency, our operators can notify the emergency services that a distress call has been sent out and, because our alarms are designed to help those who are vulnerable and living alone, an immediate response is guaranteed.

A personal alarm service is quick and easy to install, either by a family member, friend, yourself or a professional engineer. The alarm itself is at the cutting edge of technology, using a wireless radio signal to communicate with the base unit. This allows you to move freely around the house or garden, yet still have the reassurance that your alarm will notify our operators should you need it. If you would like more information on how a personal alarm service could help you to maintain your independence, contact us now or browse our website for further details.