Have your say

We always want to hear your opinion on the wheelchair service. We use comments, compliments, or complaints from our service users to make the service better.

Service user satisfaction survey

Our service user satisfaction survey is a short series of questions about your most recent experience with the service. It is a good way to share general feedback about an appointment, delivery, collection or repair.

Please click here to access our satisfaction survey (this link will open in a new open window).

Service user forum

Our service user forums are an opportunity for you to directly influence the development of your local wheelchair service. Our forums take place monthly or quarterly and are attended by service users, carers, family members, NHS representatives and senior AJM Healthcare managers. You can attend in person or online via video chat.

If you would like to know more, please contact our partnership and engagement team at userforums@ajmhealthcare.org.

Complaints and concerns

Although we always strive to provide you with the best possible care, we know that sometimes things can go wrong. We welcome your concerns and complaints, no matter how big or small.

We try to sort out most problems easily and quickly. We aim to resolve all complaints within 25 working days. If your complaint is more complex, it may take longer to conduct a thorough investigation and provide a full response. We will discuss the timescale for resolving your complaint with you.

Making a complaint or raising a concern

Please contact our customer service team to discuss your concerns. We can resolve most issues immediately. You can call them on 0808 164 2040, email complaintsnwl@ajmhealthcare.org, or use our contact form. Please let us know as soon as possible if you need us to communicate with you in a different way, such as through an interpreter or an advocate.

If you would like to complain on behalf of someone else, please ask their permission before you contact us. For confidentiality reasons, we will need explicit consent from the service user before we can discuss any of the issues you have raised on their behalf.

What to expect when you make a complaint

We use a complaints process to make sure we resolve problems and prevent them from happening again. After we have received your formal complaint, our process is:

1. We will assign a member of our customer services team to investigate your complaint. They will contact you within one working day to discuss the issue.
2. We will send you a written acknowledgement within three working days, which explains the complaints process and the next steps.
3. We will investigate your complaint to understand what has gone wrong.
4. We will take steps to address the issues you raised. We will discuss these with you to ensure we receive the complaint to your satisfaction.
5. We will learn from your complaint and change how we work, where appropriate, to prevent the problem from happening again.
6. We will write to you to confirm the results of our investigation and the steps we have taken. We hope to resolve your complaint to your satisfaction, but we will explain what you can do if you are not satisfied with the outcome