Complaints

Last updated 7 October 2026

We would much rather hear about it than not. Telling us costs you nothing and it is how we get better.

How to tell us

• Use our online form — you get an email straight away with a reference number and the time by which we will reply
• Ring 01257 822489 (Adlington, Chorley and the villages) or 01204 588749 (Horwich and Blackrod)
• Email hello@moorstead.co.uk
• Write to us at Fair View Farm, Farm Avenue, Adlington, Chorley, PR6 9ND
• Or tell the helper at the time — they are required to pass it on the same day

You don’t need to put it formally, and you don’t need to use the word “complaint”.

What happens then

• Within 2 hours, in business hours, we acknowledge it. Outside those hours, first thing the next working day.
• We look into it properly — which usually means speaking to you and to the helper who visited.
• Within 3 to 5 business days we come back to you with what we found and what we’re going to do. For anything raised between 17 October and 1 November, allow up to 10 business days.
• We put it right. Depending on what happened, that might mean sending someone back at no cost, a refund or a reduction, or an insurance claim if something was damaged.
• We tell you what we’ve changed so it doesn’t happen again, where there is something to change.

Complaints come to Matt Livingstone personally. You are not going to be passed around.

If you’re still not happy

Say so, and ask for it to be looked at again. If we still can’t resolve it, you can take the matter to court, and you can get free independent advice from Citizens Advice on 0808 223 1133.

If your complaint is about your personal information

Tell us in the same way — on the online form, choose the option about your personal information. We acknowledge data protection complaints within 30 days and tell you the outcome. If you’re not satisfied, you can complain to the Information Commissioner’s Office at ico.org.uk or 0303 123 1113.