• Anyone using or impacted by our services can make a complaint. If you are dissatisfied with any aspect of our service, you should let us know. It gives us the opportunity to put things right.
• Once we are aware of your concerns, we can ensure that they are handled by the right person and the appropriate action is taken. We appreciate your feedback, it helps us to learn and improve for the future.
• There may be times that a complaint isn’t appropriate and in these instances, we will tell you how your concerns will be handled.
• Alternatively, if you have any feedback or suggestions about any aspect of our service, please contact us at complaints@platinumhealthcare.co.uk.

Whether you are a patient, relative or a visitor to one of our facilities, we want to ensure that your experience is a positive one.

We value all feedback following your visit to one of our facilities. We ask that if you do encounter any problems, however small, you let us know. We are continually striving to improve our service and care, and your comments and feedback are invaluable in helping us to do this.

• Step 1 
  • Contact the Registered Manager of the facility you visited.
  • If your complaint is verbal, we aim to respond immediately, or if an investigation is required, within 2 working days. If your complaint is in writing, the Registered Manager will acknowledge receipt within 3 working days.
  • After we have carried out a full investigation into your complaint, you will usually be sent a full reply within 20 working days; however, depending on the nature of the complaint, it can sometimes take time to establish the facts and circumstances. If a response is likely to take longer than 20 working days, the Registered Manager will advise you of this.

• Step 2
  • If you are unhappy about how the complaint is being handled, you can ask for an internal appeal. The internal appeal stage is the responsibility of the  Managing Director  of Platinum Healthcare
  • You will need to write to the Managing Director within 6 months of the date of the final written response from the Registered Manager of the facility you visited. You will receive an acknowledgment of the appeal within five working days of receipt. The  Managing Director  will consider the complaint and may undertake a review of the correspondence and handling of the issues at organisational level if they feel that this is appropriate. 
  • The Managing Director will then either confirm the decisions and actions taken by the Managing Director, or offer an alternative solution. You will receive a full response within 20 working days from receipt of the appeal. In any event, you will receive an update letter every 20 working days until the matter is resolved.