If at the end of our first week’s care you are not completely satisfied that we have delivered the quality of care you expect, then subject to the following terms, you will not be invoiced for that week:

That any complaint is confined to the quality of our care only and is not in any way related to or prejudiced by any other factor(s) such as the nationality of our care staff for example.

• That the reasons given for any such complaint(s) are clear and specific.
• That any complaints are notified to us immediately they arise in order that we have the opportunity to rectify them during the course of the week
• That if there are any such complaints which remain unresolved at the end of the 6th full day of care which the client and/or their elected representatives do not wish us to continue to try and rectify, our care will cease on the morning following the 7th night’s care.
• That if the care does cease as above, we are given leave to see the complainant(s) and/or the client and conduct a post-care review interview