We want every experience with Furfolk to be a good one. If something doesn’t go as expected, please tell us as soon as you can so we can look into it and make things right. We’ll listen, ask questions if needed, and work with you to find a fair solution. You can also share general feedback — good or bad — at any time. Your input helps us improve our service and support our carers, and we truly appreciate it.
Last updated: 10 December 2025
Your experience matters to us. If something doesn’t meet your expectations, we want to know so we can make it right and continuously improve our service.
If you have a concern about a visit, communication, or any aspect of your service, please contact us as soon as possible — ideally within 7 days of the service taking place. Early notification helps us investigate properly and resolve issues promptly.
You can reach us via:
Phone
Your online client portal
When you raise a concern, we will:
Acknowledge your message.
Review the details and speak with the relevant caregiver.
Provide a clear, fair response.
Offer solutions where appropriate, such as clarifications, service adjustments, credits, or internal follow-up.
We approach every complaint in good faith and ask that clients do the same. Respectful communication helps us resolve issues quickly and effectively.
Not all feedback needs to be a complaint. If there’s something we can do better, or something you particularly appreciated, we’d love to hear it. Positive feedback helps us refine training, service standards, and client communication.
