Complaints procedure

If you have any complaints, you can report them directly to Camelot via the MyCastle system. For general Guardianship matters, we will give you feedback on what has happened with the complaint within two working days. For urgent problems (leaks etc.), we have a 24-hour emergency service.  

We all know that from time to time all companies receive constructive feedback or even complaints about their service. This is why we have a full and transparent complaint and feedback procedure which is logged and audited by the British Standard Institute (BSI). It is essential that Camelot keeps the complainant or the person providing the feedback updated at all times until it is mutually agreed to be resolved in a satisfactory manner.

If you have any feedback or complaints, you can report them directly to your Guardian manager via email. For general guardianship matters, we will give you feedback on what has happened with the complaint within two working days. For urgent problems (leaks etc.), we have a 24-hour emergency service.