Customer Care Policy

Customer Care Policy

Customer care sits at the very heart of our mission and values:

Our mission statement is

‘to provide world class and effective cost-efficient solutions to the care home industry to help them improve care standards and profitability’.

The Andway Experience Level Agreement (XLA) with our customers

Our XLA embodies the Andway values by which all our team will operate with all customer interactions and services offered. 

• Proactive communication, keeping you super-informed

• Zero hassle service, time is money

• Challenging the status quo, there is always a higher level of service and our team strive to find it with everything they do

• Take positive action, just ask and we will find a solution

• Partnership based, our team are 100% focused on helping you

We work with you to have your healthcare in hand

Policy Principles

We aim to meet your needs with efficiency, effectiveness, fairness and courtesy by:

  •        providing a friendly service, showing respect and sensitivity
  •        treating you fairly – demonstrating our commitment to equality and diversity
  •        recognising and responding to your particular needs
  •        dealing with your requests and enquiries accurately, promptly and efficiently
  •        respecting your confidentiality
  •        offering an explanation if we can’t answer your request /enquiry
  •        making effective use of IT services;
  •        establishing service standards and monitoring our performance;
  •        continuing to develop our teams’ expertise and skills
  •        welcoming your feedback

Andway Healthcare Ltd has a comprehensive customer and complaint procedure with the involvement of Managers/Directors until the matter is resolved to the satisfaction of all parties.

If you would like to make any comments, suggestions, raise a query or make a complaint about the service you have received, please contact us using our details below. We will respond to your query within 24 hours.

This policy will be kept up to date, to reflect changes in the nature and size of the business. To ensure this, the policy and its effectiveness will be reviewed annually.


All team members are trained in customer service standards, will exhibit customer friendly service skills and be knowledgeable, professional and courteous in meeting the needs of our customers.


Andway Healthcare Ltd will return all phone calls and emails received from clients within 24 hours. Where we are unable to meet this agreement, we will inform you of this as soon as possible and agree a new deadline.


As part of our commitment to upholding professional standards, we will review our policies annually to ensure that they continue to meet the business needs and that they are consistently applied to all our customers.


Andway Healthcare Ltd seeks fair, just and prompt solutions when possible to any complaints and appeals. All such issues should be directed to the Customer Service Manager, Grace Windle in the first instance, where they will be acknowledged and acted upon promptly.

Access to Information

We comply fully with the provisions of the General Data Protection Regulation. Any personal or confidential information held by us about a client or a team member is fully accessible to that person or body for review or editing by contacting the Data Protection Officer, Luke Ledgeway.

Reduce Bureaucracy

Wherever possible, without compromising our legal requirements and professional standards, we strive to reduce the burden of unnecessary paperwork

How to Contact Us:

Grace Windle

Customer Service Manager

Andway Healthcare Ltd

Atlantis House Manse Lane Knaresborough HG5 8LF T: 01423 331000