Last updated: October 2026
Your feedback helps us improve the care we give. Raising a concern will never affect the care you or your loved one receives.
Who can give feedback or complain
Anyone who receives our care, their family members or representatives, job applicants, and members of the public. If you are complaining on behalf of a client, we may need the client's agreement before sharing personal details with you.
How to raise a concern
- Speak to us: call or WhatsApp +263 77 952 5638. Many concerns can be solved quickly by talking to the care coordinator.
- Email: info@care4u.co.zw with "Complaint" in the subject line.
- Online: use our contact form.
- In writing or in person: at our office, ICL House, 42 Sam Nujoma Street, Corner Samora Machel Avenue and 2nd Street, Harare, Zimbabwe.
Please tell us what happened, when and where it happened, who was involved, and what you would like us to do to put things right.
What happens next
| Step | What we do | When |
|---|---|---|
| 1. Acknowledge | We confirm we have received your complaint and tell you who is handling it. | Within 2 working days |
| 2. Investigate | We look into what happened, speak to the people involved and review records. We may contact you for more information. | As soon as possible |
| 3. Respond | We explain what we found, apologise where we got things wrong, and tell you what we will do to put it right and prevent it happening again. | Within 14 working days, or we will explain the delay |
| 4. Review | If you are not satisfied, a company director will review the complaint and how it was handled. | Within 14 working days of your request |
Concerns about safety
If you believe someone is at risk of harm or abuse, do not wait for a complaint process. Contact us immediately on +263 77 952 5638 and, where someone is in danger, contact the police. See our Safeguarding Statement.
If you are still unhappy
You may seek independent advice. For concerns about how we have handled personal information, you can complain to the Postal and Telecommunications Regulatory Authority of Zimbabwe (POTRAZ), the Data Protection Authority.
Compliments
If a member of our team has made a difference, please tell us. We share compliments with the team, and they mean a great deal.
Contact
Care4You ZimbabweICL House, 42 Sam Nujoma Street, Corner Samora Machel Avenue and 2nd Street, Harare, Zimbabwe
Phone / WhatsApp: +263 77 952 5638
Email: info@care4u.co.zw