What are Caring Senior Service franchisees required to do with client complaints they receive?
Caring_Senior_Service Franchise · 2025 FDDAnswer from 2025 FDD Document
Notice to Us
You shall forthwith forward to us copies of all correspondence received from clients containing complaints or compliments regarding service received or products purchased from you or from any other franchisee of ours.
19.3 Client Complaints
You shall promptly advise and provide us with copies of all complaints received from clients.
Source: Item 23 — RECEIPTS (FDD pages 53–204)
What This Means (2025 FDD)
According to Caring Senior Service's 2025 Franchise Disclosure Document, franchisees have specific obligations regarding client complaints. Franchisees are required to promptly advise and provide Caring Senior Service with copies of all complaints they receive from clients. This includes complaints related to services received or products purchased from the franchisee or any other Caring Senior Service franchisee.
Caring Senior Service retains the right to respond to these client complaints directly or to instruct the franchisee to respond. This allows Caring Senior Service to maintain control over how client issues are addressed and to ensure consistent service standards across all franchise locations.
This requirement ensures that Caring Senior Service is aware of any issues arising within the franchise network and can take appropriate action to resolve them. For a prospective franchisee, this means they must have a system in place to document and forward all client complaints to the franchisor in a timely manner. Failing to do so could result in a breach of the franchise agreement.