Policies & Information
Complaints & Concerns
On Hand welcomes honest feedback and aims to resolve concerns fairly, promptly and without unnecessary formality.
How to raise a concern
Contact Matt by phone, text, WhatsApp or email. You do not need to use formal language. Explain what happened, what you are unhappy about and, if you wish, what would put things right.
Immediate danger: if someone is in immediate danger, there is a medical emergency or a crime is in progress, call 999.
What happens next
The concern will be recorded and acknowledged promptly, normally within two working days. If someone complains on a customer’s behalf, On Hand will check the customer’s permission unless the matter involves safeguarding or the customer cannot reasonably give permission.
Review and response
Matt will review relevant notes, messages, receipts or other records and give the customer a fair opportunity to explain the concern. A straightforward issue may be resolved immediately through an apology, correction, replacement visit, credit or another agreed remedy.
A written outcome will normally be provided within 10 working days. It will explain what was found, any remedy and any improvement being made. If more time is genuinely needed, On Hand will explain why and give a revised response date.
Safeguarding and learning
A concern involving possible abuse, neglect, fraud or serious safety risk will also be handled under the Safeguarding policy. Relevant information may be shared with the appropriate authority where lawful and necessary. Complaint themes are reviewed so that recurring problems can be corrected.
Your service
Raising a complaint will not reduce your service rights or change how you are treated. You remain free to end the service under the Customer Terms.