Complaints Policy
If something has gone wrong, we want to hear about it and put it right.
Last updated: 17 October 2026
How to complain
Tell us what went wrong and what you would like us to do. You can:
- Use the contact form
- Write to: Complaints, Stairlifts Colchester, Hammonds, Harpers Hill, Nayland, Suffolk CO6 4NT
Please include your name, address, the date of any visit and a description of the problem. A family member, carer or occupational therapist can complain on your behalf with your permission.
What happens next
- Acknowledgement: within 2 working days.
- Investigation: we look into what happened, speak to the people involved and, where needed, arrange a visit.
- Response: a full written reply within 10 working days. If we need longer, we will tell you why and when to expect an answer.
- Review: if you are not satisfied, ask for the decision to be reviewed by a director who was not involved, and we will reply within 10 working days.
Safety concerns
If you think your stairlift is unsafe, stop using it and call us straight away. We treat safety problems as urgent.
If you are still not satisfied
You can seek free advice from Citizens Advice on 0808 223 1133, and, if we cannot resolve the dispute, you may be able to use an alternative dispute resolution service. We will tell you about a suitable provider if we reach that point. You may also contact the British Healthcare Trades Association, of which we are a member, for general information.
How we use complaints
We record every complaint and look for patterns so we can improve. Complaint records are kept for six years. See our privacy policy.