Client Information
Clear arrangements, respectful support and someone to contact if you have a concern.
Booking and agreeing your support
An enquiry is a conversation about what you need. We will discuss suitability, availability, the support requested and the price before confirming a booking. Dates and times, the agreed service and any travel or additional charges will be confirmed in writing.
For regular home support, we use a welcome pack to understand the person's wishes, routines and practical arrangements. Support is agreed with the service user and, where appropriate and authorised, their representative.
Fees and payment
Your quote or service agreement sets out the price for your chosen service. Any package or individual arrangement will be confirmed before support starts. Travel, night support, longer visits and additional services are discussed separately where relevant.
For invoiced care and support, payment is due within seven calendar days of the invoice date, unless a different arrangement has been agreed in writing. Weekly or monthly invoicing is agreed with the person responsible for payment. Any deposit or advance payment for another service will be explained before booking.
Changes and cancellations
Please contact Comfort Care as soon as possible if a visit or appointment needs to change. The cancellation arrangements that apply to your service, including any charges, will be explained and agreed in writing before you book. Please refer to your individual booking confirmation or service agreement.
If Comfort Care needs to change an arrangement, we will contact you to discuss the available options. Your statutory rights are not affected by these arrangements.
Feedback and complaints
If something has not gone as expected, please tell Jodi-Ann Mitchell so the concern can be understood and addressed. You can raise a concern by telephone, text or email, and ask someone to support you in doing so.
Please explain what happened, when it happened and what you would like us to do. We will listen, review the information, discuss the next steps and explain the outcome. If more time is needed, we will keep you informed. Raising a concern will not affect your right to respectful treatment.
If you remain unhappy, let us know why and ask for the matter to be reviewed. Any external route for your particular service can be discussed. For concerns about personal information, you can also contact the Information Commissioner's Office.
Dignity, choice and safeguarding
We respect each person's privacy, choices and independence. Information is treated confidentially and shared only where appropriate and lawful, including where necessary to address a serious safety or safeguarding concern.
Comfort Care is not an emergency service. If someone is in immediate danger or needs emergency medical help, call 999.
Contact Comfort Care
Jodi-Ann Mitchell
Call or text 07928 178447
Email [email protected]
Please do not include medical records or detailed health information in the general website enquiry form.
Updated 17 October 2026.