Complaints procedure

Policy brief and purpose

The purpose of this procedure is to provide guidance on managing external complaints consistently within CareLoop Health.

We are committed to providing a high standard of service. When things go wrong, we need to be informed so that every effort can be made to put matters right and to prevent such incidents in the future. This procedure sets out how CareLoop Health deals with general complaints about the organisation and its staff.

The procedure is designed to enable appropriate consideration to be given to a complaint, in a way that is fair and as impartial as possible. Complaints will in the majority of cases be handled by a senior member of staff.

We aim to treat a complaint as a clear expression of dissatisfaction which requires an immediate response. Where necessary we will carry out internal investigations, and if necessary this will be carried out by an individual outside of CareLoop Health’s employment.

Making a complaint

Many complaints or concerns can be resolved informally by discussing them with a relevant member of staff. We aim to resolve informal concerns as quickly as possible and enable mediation if necessary.

Stage 1

If a situation has not been resolved informally, write to us within 8 weeks of the issue arising at support@careloop.health. If you are unable to put concerns in writing, you can discuss them with a senior member of staff who will make a record.

Explain the issue as clearly and fully as possible, naming any staff involved and providing details of action taken to date, consequences, and any remedy sought. We will endeavour to acknowledge the complaint normally within 7 calendar days of receipt. Complaints should initially be sent to the relevant Director.

Stage 2

If a satisfactory resolution has not been reached, write to CareLoop’s Chief Executive. The Chief Executive’s Office will acknowledge the complaint normally within 7 calendar days and respond normally within 4 weeks. If a thorough investigation is required you will receive an interim update.

Stage 3

If you are not satisfied with the Chief Executive’s reply, write to the Chair of the Board within 14 calendar days of that correspondence, detailing the reason for dissatisfaction.

Complaints in relation to the Chief Executive

Address these to the Chair of the Board, who will write to you and detail the procedure the Board will take.

Communicating outcomes

Once investigations conclude we will consider what action to take and inform the complainant. Actions may include an apology where there has been wrongdoing, an explanation, or action to rectify the situation where possible.

Confidentiality

Except in exceptional circumstances, every attempt will be made to ensure the confidentiality of the complainant and CareLoop Health. There may be cases where it is not possible to maintain confidentiality; the situation will then be explained to those involved.

This Complaints Procedure was last reviewed: March 2025.