How to make a complaint.
If we get something wrong, we want to know so we can put it right. Complaining will never affect the care or service you receive from us.
What happens when you complain
Tell us
Email info@eviqa.health with "Complaint" in the subject, or write to us at our registered office. Someone can complain on your behalf with your permission.
We acknowledge it within 3 working days
We confirm we have your complaint, who is looking into it and how we will keep you updated.
We look into it properly
Someone not involved in the issue reviews what happened, and may ask to speak with you.
A full written response within 28 days
Within 28 days of acknowledging your complaint, we send a full written response explaining what we found and what we will do. If it will take longer, we will tell you why.
If you are not satisfied
If you are not happy with our response, please tell us and we will look at it again.
Once our care services start, if you are still not satisfied you can ask an ombudsman to look at your complaint. Which one depends on how the care is paid for:
- Care funded by the NHS, such as NHS continuing healthcare: the Parliamentary and Health Service Ombudsman.
- Care you pay for yourself, or that your local authority arranges or funds: the Local Government and Social Care Ombudsman.
You can also share your experience with the Care Quality Commission. CQC does not investigate individual complaints, but uses what you tell it to decide when and where to inspect.
Complaints about Eviqa Assure or Assure Advisory
Email info@eviqa.health with "Complaint" in the subject. We follow the same timescales. If your complaint is about how we handled personal information, see our privacy notice.
Our complaints policy is EVQ-POL-03. You can ask us for a copy.