Complaints Policy – RPM Health Ltd
At RPM Health, we are committed to providing safe, high-quality care. If at any point you feel we have not met these standards, we encourage you to let us know. Your feedback helps us improve and ensures you receive the service you deserve.
How to Make a Complaint
You can raise your concern or complaint in the following ways:
Email: [email protected]
Phone: 07306 357 526
All complaints are treated confidentially, and we aim to resolve issues quickly, fairly, and professionally.
What to Expect
- Acknowledgement of your complaint within 3 working days
- A full response within 20 working days (or regular updates if more time is needed)
- An opportunity to meet with our team to discuss your concerns
- No impact on your care for making a complaint
What Happens Next
We follow a 3-stage complaints process:
- Stage 1 – Local Resolution: We will investigate your complaint and aim to resolve it quickly and informally where possible.
- Stage 2 – Internal Appeal: If you are not satisfied with the outcome, you can request a formal review.
- Stage 3 – Independent External Review: If you remain dissatisfied, you can contact an external organisation.
External Contacts for Complaint Escalation
ISCAS (Independent Sector Complaints Adjudication Service)
Phone: 020 7536 6091
Email: [email protected]
Address: ISCAS, 70 Fleet Street, London, EC4Y 1EU
Care Quality Commission (CQC)
Phone: 03000 616161
Email: [email protected]
Patients Association
Helpline: 0800 345 7115
We value your feedback and are committed to handling all complaints fairly, respectfully, and promptly.