Complaints Procedure for Kove
We are committed to providing a sector-leading standard of service. Within this we highly value feedback. So if you are unhappy with any aspect of your experience, or simply have suggestions on what we could improve, we keenly encourage you to let us know. Your concerns help us to improve systems and care for all clients.
Step 1: Raising a Concern
Please let us know as soon as a concern arises. Initially, issues can often be resolved informally by
- Speaking directly with the relevant staff member, or
- Contacting management centrally via:
- Phone: 0207 856 0464
- Email: [email protected]
We will provide feedback to you on the issue within 5 working days, and propose an action plan to resolve.
Step 2: Raising a Formal Complaint – Submitting your complaint
If you are not satisfied with the outcome of raising a concern informally, or if you prefer to submit a formal complaint, you can do so in writing. Please include all relevant details relating to your complaint, which could include:
- Your name and contact information
- A clear description of your concern or complaint
- Any Kove staff members included in your concerns
- Dates and times of issues arising
- Any communications relating to the incidents, and evidence of these where it exists
- Details of any complaints raised informally
- Any other supporting documents or evidence
Send your complaint including the subject line “Formal Complaint” to our Practice Manager at [email protected]. This will then be collected by Clinic Directors.
Step 3: Raising a Formal Complaint – Our Acknowledgement
We will acknowledge receipt of your formal complaint within 48 hours.
Step 4: Raising a Formal Complaint – Our Investigation
Your complaint will be reviewed by a senior member of the team, who will conduct a thorough investigation. We aim to complete this process within 10 working days. If additional time is required, we will notify you and provide an updated timeline. This will involve a brief interview with you to understand concerns more deeply and take evidence of any issues or misconduct, as well as a similar process with staff involved. This information will then be discussed in a senior management meeting with some suitable next steps recommended.
Step 5: Raising a Formal Complaint – Our Response
Once the investigation is complete, we will provide you with a written response detailing:
- The findings of the investigation
- Any actions taken to address the issue
- An explanation of any decisions made
- An invitation for your response to the plan of action suggested
Step 6: Raising a Formal Complaint – Escalation
If you are not satisfied with the outcome, you may request a further review. Please contact us within 10 working days of receiving our response to escalate your complaint. Your complaint will then be reviewed by a director or an independent mediator, and we will aim to provide a final decision within 15 working days.
Step 7: Raising a Formal Complaint – External Resolution
If you remain dissatisfied after our internal process, you may refer your complaint to an appropriate external body, such as:
Confidentiality
All complaints are handled with strict confidentiality. Only individuals with directly need to be involved in the investigation are included in the sharing of any information. Information is treated in line with GDPR laws.
