The Village Companion
Complaints

Complaints and concerns

Last updated: 8 October 2026. We would always rather hear when something has gone wrong.

Who to contact

The Village Companion Ltd, company number 17435367, registered office 128 City Road, London EC1V 2NX.

How to raise a concern

Call 020 8050 0585 or email hello@thevillagecompanion.com. A family member or representative may contact us on the client's behalf.

What happens next

  1. We acknowledge your concern within 2 working days.
  2. We listen, review relevant visit notes, and speak with the client where appropriate.
  3. We respond in writing within 10 working days with what we found and what we will do.
  4. You can ask for a final review within a further 10 working days.

Safeguarding

Where a concern suggests an adult may be at risk of harm, we follow our safeguarding process immediately. A safeguarding concern does not wait for a complaint to be resolved.

If you remain unhappy after our final review, you can contact the Citizens Advice consumer helpline on 0808 223 1133 for free, independent advice.