Feedback & complaints

Last updated: 10 October 2026

We want to hear from you, whether something has gone well or not as well as it should. Feedback helps us improve, and raising a concern will never affect the care or service you receive.

How to give feedback or make a complaint

• Call us on 01482 935215
• Email admin@waymarkcare.co.uk
• Write to us at West One Business Village, West Dock Street, Hull, HU3 4HH
• Use our contact form

You can complain on someone else's behalf with their permission, or if they are unable to give consent and you are acting in their best interests.

What happens next

1. We will acknowledge your complaint within three working days and tell you who is looking into it.
2. We will investigate fairly and keep you informed. We aim to give you a full written response within 20 working days. If it will take longer, we will explain why.
3. Our response will explain what we found, what we will do to put things right, and what we have learned.

If you are not satisfied

If you are unhappy with our response, you can ask the Director to review it. If you are still not satisfied:

• For home care (whether funded by the council or paid for privately), you can contact the Local Government and Social Care Ombudsman on 0300 061 0614.
• If your care is funded by the council, you can also contact the council that arranged it.
• The Care Quality Commission does not investigate individual complaints, but welcomes feedback about care services, which helps it decide when to inspect.

Safeguarding concerns

If you think someone is being abused or neglected, contact us straight away, or contact Hull City Council or East Riding of Yorkshire Council adult safeguarding. If someone is in immediate danger, call 999.