Complaints Policy – Time for Tea Companions Ltd.

Effective Date: 1st February 2026
Next Review Due: 31st January 2027

🫖 A Calm Word Before We Begin

At Time for Tea Companions Ltd, we aim to offer more than just company — we offer trust, warmth, and reassurance. But if something feels off, wrong, or disappointing, we genuinely want to know.

We welcome complaints or concerns as opportunities to listen, improve, and do better — for your loved one and for others. This policy explains how to raise a complaint, how we'll respond, and what you can expect from us.
 

💬 1. What Counts as a Complaint?

A complaint is any expression of dissatisfaction — whether spoken or written — where you feel we:

• Didn't meet your expectations

• Didn’t provide the level of service promised

• Did something inappropriate or unsafe

• Acted in a way you believe was unfair

Even minor concerns or informal feedback help us spot patterns and maintain our quality.

📞 2. How to Raise a Complaint

You’re very welcome to raise concerns at any time. Here’s how:

👄 a) Speak to us informally (preferred first step)

We recommend first speaking to the team or companion involved if you feel comfortable. Many issues can be resolved quickly with a kind conversation.

🖊️ b) Submit a formal complaint

If speaking up doesn’t help — or the matter is more serious — you can send a formal complaint by:

• Email: Complaints@timeforteacompanions.org

• Post: 17 Lawrence Close, Guildford, Surrey GU4 7RD

• Phone: 01483 604580

Please include:

• Your name and contact details

• Names or dates of when the concern happened

• A short, clear description of what's wrong

• What you'd like us to do to resolve it

🕒 3. What We Do Next

Within 3 working days:

We’ll acknowledge your complaint and let you know who’s looking into it.

Within 10 working days:

We aim to provide a full response — or let you know if we need more time.

We’ll contact you by your preferred method (email, phone or letter), keep you updated, and always treat you with respect and empathy.

​

🔍 4. How We Resolve Complaints

Depending on the issue, we may:

• Talk it through with you in more detail

• Investigate what happened via companions or staff

• Suggest a practical resolution (e.g., refund, rebooking, service changes)

• Offer a sincere apology, where appropriate

• Make internal training or process improvements

You’ll receive our final decision in writing. If you're unhappy with the outcome, we’ll let you know of any other steps available.

🔐 5. Confidentiality & Fairness

• All complaints are handled confidentially and only shared with those who need to know to resolve them

• Making a complaint will not negatively affect the service user

• All concerns are taken seriously and handled without prejudice or retaliation

📝 6. Anonymous Complaints

You may make an anonymous complaint, but this may limit our ability to fully investigate it. We will still review the information and act on any serious issues raised.

🧑‍⚖️ 7. Taking It Further

If you feel we've not resolved your complaint fairly, you may escalate it to an independent body. For example:

• www.flexibleresolutionservices.co.uk (if applicable — e.g. local council safeguarding, adult social care complaints body)

• Or contact Citizens Advice: https://www.citizensadvice.org.uk

Note: As a companionship service, not a registered care provider or NHS body, complaints about regulated care don’t apply to our organisation.

✅ 8. Help & Accessibility

We’re happy to assist in completing complaints if someone needs support (e.g., due to hearing, vision, language, or other needs). Please let us know how we can help make the process clearer.
 

🤝 We’re Listening. You’re Valued.

We believe great service comes from being open to hard conversations and willing to grow. Thank you for trusting us — and for helping us stay accountable and compassionate.