Complaints Procedure

Vectis Home Guardians is committed to providing high‑quality services. If something goes wrong, we want to know so we can put it right quickly and fairly. We take all complaints seriously and use them to improve our services.

You can make a complaint in any of the following ways:

• Phone: 07728 781164 | 07356 278857
• Email: hello@vectishomeguardians.co.uk
• Post: Vectis Home Guardians, 1 Ivy Cottages, Billingham, Isle of Wight, PO30 3HF
• In person: If you prefer to speak to us directly, we can arrange a visit or phone call.

If a client does not use email or online services, we will provide all information verbally or by post. 

 To help us investigate your complaint, please provide:

• Your name and contact details
• The service you received
• The date of the service
• A description of the issue
• Any supporting information (photos, notes, etc.)

If you cannot provide this information, we will still accept your complaint and help gather the details. 

Step 1 – Acknowledgement

We will acknowledge your complaint within 2 working days.

Step 2 – Investigation

We will review the details, speak to any staff involved, and gather any relevant information. This usually takes up to 10 working days.

Step 3 – Response

We will provide a written or verbal response explaining:

• What we found
• Any actions we will take
• Any remedies offered (e.g., re‑visit, partial refund, advice)

If the issue is complex, we may need more time, but we will keep you updated. 

 If you are unhappy with the outcome, you can request a further review by the business owner. We will respond within 5 working days of your request. 

If you still feel your complaint has not been resolved fairly, you may seek independent advice from:

• Citizens Advice
• Trading Standards
• Isle of Wight council’s consumer protection team

We will cooperate fully with any external review. 

 We keep a record of all complaints for monitoring and improvement. These records are stored securely and in line with our Privacy Policy. 

We may update this Complaints Procedure from time to time. The latest version will always be available on our website.