Tell us how are we doing

Tell Us How We Are Doing

Devon Carers would like your feedback!

Knowing what you think gives us a much clearer sense of where we are getting things right and where we are not.  Whether positive or negative, your comments and suggestions are valuable to us as they enable us to develop and improve the service we provide to carers.

You can let us know your views by speaking to a member of our staff, by phoning our helpline, by using the webchat facility or by completing the online Feedback Form. You can also directly contact our Assistant Manager for Carer Participation on 03456 434435 or by e-mail: feedback@devoncarers.org.uk.

 

What if I need to make a complaint?

We are committed to providing excellent support for carers and we hope that you will be satisfied with the service we provide. However, we know that sometimes things can go wrong. If you or someone acting on your behalf need to make a complaint about Devon Carers, please get in touch so we can work together to try and find a solution.

We have a formal complaints procedure and will always aim to resolve your complaint as quickly as possible. The written procedure, including timescales, are available upon request and can also be viewed online.

The first step in making a complaint is to raise your concerns with the member of our staff that you are in contact with (if applicable) to see if it is possible to resolve your issue informally. If you would prefer not to do this, please contact Lynsey Self, Assistant Manager for Carer Participation at feedback@devoncarers.org.uk, tel: 03456 434435 or by writing to Lynsey Self, Devon Carers, Freepost RRYT-SASA-HZXZ,  Westbank, Farm House Rise, Exminster, Exeter, Devon EX6 8AT.

Devon Carers is a service commissioned by Devon County Council and the NHS in Devon.  If you do not wish to raise your complaint with Devon Carers directly, you can contact Devon County Council and ask them to investigate it. Your complaint should be sent to: Customer Relations Team, Room 120, County Hall, Topsham Road, Exeter EX2 4QD

or email: customer.relations@devon.gov.uk, Tel: 0800 212 783.

Devon Carers is officially committed to notifying a named officer at Devon County Council of any complaint we receive within five working days of receiving it. If a complaint relates to a Carers Assessment that we have carried out, we are obliged to notify Devon County Council within two working days.

You can be assured that all complaints will be treated seriously and confidentially and with fairness, regardless ofrace, age, gender, disability, religion or sexual orientation.

If you have communication needs and need support providing feedback to us, please let us know so that we can assist you.

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