Complaints and Feedback Your voice is essential to how we run our services and there are a number of ways you can provide your feedback or make a complaint to us.

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So that we can process complaints swiftly and with the right team, please advise us of which of our Wheelchair Services or shops your complaint is relevant to, or let us know your postcode.

Making a Complaint

We take any complaints very seriously, and they are always treated in the strictest of confidence.

You can raise a complaint in writing, by email, or in person by speaking to a member of staff at your local Wheelchair Service or at one of our shops. Anyone can complain, including young people. A family member, carer, or friend can also complain on your behalf with your permission.

So that we can process complaints swiftly and with the right team, please advise us of which of our Wheelchair Services or shops your complaint is relevant to, or let us know your postcode.

View our Complaints Procedure and Process

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Our Complaints Procedure

Should you wish to make a complaint direct to ross care you can do so in several ways:

  • Direct to your local Ross Care Service Centre via telephone call where a member of our Customer Care team will take your complaint and ensure it is passed to the correct person or department.
  • Direct to your local Ross Care Service Centre in writing.
  • Via email to complaints@rosscare.co.uk
    (Please include either your Wheelchair Service area or your postcode).
  • Via post to our head office: Unit 9-13 , Westfield Road, Wallasey , Merseyside, C44 7HX
  • Via the Contact Us form on our website.
  • If your complaint is related to data protection please email GDPRinfo@rosscare.co.uk
  • If you initiate you compliaint via social media you will be contacted and asked for your contact details (if you do not provide these we may not be able to identify you and investigate your complaint).

If you are making a complaint on behalf of another person please ensure you have their consent and confirm this in your correspondence, we may need to send you a complaint consent document.

Our Complaints Process Flow:

Complaint Received
Complaint acknowledged within 24 hours 
Carry out any immediate actions to rectify the complaint 
Investigate what has gone wrong 
Put plan in place to stop this from happening again to you or anyone else 
Feedback to the complainant our findings and plans going forwards 
Confirm with the complainant that the resolution is sufficient and what their next steps are if it is not deemed sufficient 

Accessible Information

Requesting information in an alternative format

To request information or any of our key documents in an alternative format such as braille, easy read, larger print, audio, or other format, please email us at enquiries@rosscare.co.uk quoting the publication title plus the format you require.

Other Types of Feedback

Concerns and Compliments

Concerns - We take your concerns very seriously, and they are always treated in the strictest of confidence. Any concerns will be looked into as quickly as possible and we will work with you to find an appropriate solution. Compliments - We would also like to hear about the positive parts of the service being provided; if you think we have done something particularly well, or would like to send a 'thank you' to a member of staff, please let us know. 

Contact your local Service

Suggestions for Improvement

We would like to hear about the possible improvements we can make for the good of the service. Your feedback allows us to keep improving our service, and we are committed to Service User involvement in the design and delivery of our service. We are always pleased to hear about your experience of our service and any suggestions for improvement you may have. 

Contact your local Service

NHS Friends and Family Test

The NHS Friends and Family helps us understand whether you are happy with the service provided or where you feel improvements are needed. It's a quick and anonymous way to give your views after receiving NHS care or treatment. Using the test, you can rank your experience of our service and can rank your answer from "very good" to "very poor". You'll have the opportunity to explain your score by adding comments and may be asked some follow-up questions. 

Learn more about the Friends and Family Test