Last updated: 31st December 2020

Complaints Procedure

At Barruko, we always try to provide outstanding service and value for money

We always aim to provide a high standard of care in all our services. However, we recognise that from time to time issues can arise that need to be addressed in a formal manner. We are committed to resolving any such issues as quickly and efficiently as possible. The following section below provides information on how to contact us, and what to do if you have a complaint of any kind.

Our customers’ views are important to us and help to ensure our services are consistently meeting people’s needs. If you are unhappy with any of our services it is important that you let us know.

Making a suggestion

Often people feel more comfortable about suggesting improvements rather than complaining in a formal manner. Anyone who has purchased a product or a service may make a suggestion.

If the suggestion is something that Barruko as a company needs to consider you can send it to: [email protected].

How to contact us with your complaint

Anyone affected by the way Barruko provides services can make a complaint.

If you are unhappy with any of our services, or you feel that you have not received a satisfactory response from our team, you may send your complaint in writing to our email address: [email protected].

You can expect to receive a response to your query within three working days of us receiving your correspondence

If a complaint alerts us to possible abuse or neglect we will tell the Council’s adult safeguarding team. The safeguarding team will decide how to investigate and monitor outcomes

We deal with anonymous complaints under the same procedure; however, it is better if you can provide contact details so we can tell you the outcome of our investigation.

What to do if you are not satisfied

We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve the service we provide. We treat all complaints in confidence.

We will keep you informed about the progress of the investigation. We aim to have all complaints finished within 28 working days unless we agree to a different time scale with you.

When we have finished investigating, we will arrange to meet with you to discuss the outcome, and write to you with:

• details of the findings;
• any action we have taken; and
• our proposals to resolve your complaint.

At any stage during the process, if you are not happy with the way the service is dealing with your complaint you can contact us at our email here: [email protected]. Alternatively, you can contact our managing director here:

Sood Marketing Limited

Office 5, The Meadows offices, Ruskin Dr, Saint Helens WA10 6RP

01744 747600

Barruko is a subbrand of Sood Marketing Limited