Skip to main content
Smartlinks Care Services UK Ltd

Your feedback matters

Compliments and complaints

We want everyone we support, and their families, to feel happy with their care. Your feedback, good or bad, helps us keep improving. If something has not gone right, we want to know so we can put it right.

Smartlinks Care manager listening carefully to a family member sharing feedback about home care in Dartford
We listen, we act,
and we put things right

  • Share a compliment

    Has a carer or a member of our team made a difference? We love to pass on kind words to the people who earned them.

    Share a Compliment

  • Raise a concern or complaint

    If you are unhappy with any part of our service, please tell us. Raising a concern will never affect the care you receive.

    Raise a Concern

Ways to share your feedback

You can raise a concern yourself or ask someone to do it on your behalf, such as a family member, friend or advocate. We will need your permission to discuss your care with them.

  • Speak to us: Talk to your carer or call our office on 01322 586755. Many concerns can be sorted out quickly this way.

  • Write to us: The Registered Manager, Smartlinks Care Services UK Ltd, Suite B2, London House Business Centre, Thames Road, Crayford, Dartford, Kent DA1 4SL

  • Use our online form: Complete the form below and we will be in touch.

How we handle complaints

  1. 1

    We acknowledge your complaint

    We will confirm we have received it.

  2. 2

    We look into it

    A senior member of our team will investigate fairly and may contact you to understand more.

  3. 3

    We respond to you

    We will give you a full response. If it will take longer than expected, we will tell you why and keep you updated.

  4. 4

    We put things right

    If we got something wrong, we will apologise, explain what we will do about it and learn from it.

We treat every complaint seriously, confidentially and without judgement. A full copy of our complaints policy is available on request.

Send us your feedback

Tell us what happened or what you would like to share. Please keep personal and medical details brief. We will contact you to discuss anything further.

Type of feedback (required)

Please give us a phone number or email so we can reply.

Are you the person receiving care?

Please keep personal and medical details brief. We will contact you to discuss anything further.

0 / 1,500 characters

Would you like us to contact you? (required)

We will use your details only to respond to your feedback and to improve our service, in line with our Privacy Policy. Compliments may be shared with our team. We will never publish your name without your permission.

Independent help and advice

If you are not satisfied with our response, you can contact the following organisations.

  • Local Government and Social Care Ombudsman

    The Ombudsman looks at complaints about adult social care providers, including care that is paid for privately, once you have completed our complaints process.

    Visit the Ombudsman (opens in a new tab)

  • Care Quality Commission

    The CQC does not investigate individual complaints, but it wants to hear about your experience of care, good or bad, to help it decide when, where and what to inspect.

    Share Your Experience (opens in a new tab)

  • Your local council

    If your care is funded by your local authority, you can also contact their social care team. Kent County Council and the London Borough of Bexley both have complaints teams for adult social care.

Worried someone is at risk of harm?

If you are worried that an adult is being abused or neglected, please tell us straight away on 01322 586755. You can also contact the adult safeguarding team at your local council:

  • Kent County Council: Adult Social Care
  • London Borough of Bexley: Adult Social Care

If someone is in immediate danger, call 999.

Thank you for taking the time to share your experience. Every compliment is shared with our team, and every concern helps us improve.
Call Us Enquire