Complaints & Concerns
If something hasn’t gone as it should
We work hard to deliver care to a high standard, and we hope you never need to raise a concern. If you’re unhappy with any part of your experience with Healios, we want to hear from you.
Your feedback can help us learn and improve. We’ll listen carefully, look into what happened and work with you to reach a fair outcome that reflects our clinical and service standards.
In many cases we can resolve issues quickly so you can continue your journey with confidence. Sometimes, though, we may need to take a closer look and carry out a formal investigation.
If you’d like to talk to the team and raise an informal complaint, please contact us.
How to raise a concern or make a complaint
For concerns, contact us:
For complains, use our complaints form:
Who can make a complaint?
A complaint can be made by:
- the person affected by the issue
- someone acting on their behalf, such as:
- a parent or legal guardian of a child or young person under 18
- a person with delegated authority (e.g., power of attorney)
- a third party where you have given consent for them to act for you
If we need consent to discuss details with a representative, we’ll explain what’s required and how to provide it.
What happens next
Stage one: Acknowledgement and review
Acknowledgement: We will acknowledge your complaint within three working days.
We will usually invite you to share your concerns via a phone or video call, so we can understand what happened and what outcome you’re hoping for.
We aim to address concerns as early as possible. If the issue can be resolved immediately, we’ll do so and confirm any actions we’ve taken.
If an investigation is needed
Where we need to look in more detail, we will carry out an investigation. This may include speaking with you and relevant members of the Healios team or clinicians involved, reviewing records, and checking how processes were followed.
Timescales: We aim to complete investigations within 20 working days of the issue being raised. If it’s likely to take longer, we’ll keep you updated and explain why.
Keeping you informed: We’ll agree with you whether updates are given verbally or in writing. If calls are recorded, we will tell you. Any notes or records created as part of the process are stored securely, and information is handled confidentially.
Outcome: When the investigation is complete, we will provide a final response that will contain a written account of the investigation outcome and any actions identified to improve our service.
If you’re not satisfied with the outcome at stage one, you can ask for a stage two review.
Stage two: Internal review
If you feel your complaint hasn’t been resolved, you can request an escalation for internal review by a manager who was not involved in the original investigation. This needs to be done within six months of our stage one response.
Acknowledgement: We will acknowledge your request within three working days.
Timescales: We aim to conclude the stage two review within 20 working days of escalation.
Stage two reviews the issues raised in the original complaint. If new issues arise, these will usually be handled through a new stage one process.
You will receive a written response confirming the outcome of the review and whether the complaint is upheld in full or in part.
Stage three: Independent external review/mediation
If you remain unhappy after stage two, you have the right to request an independent external review, depending on how your care was funded.
NHS-referred patients (including Right to Choose)
If your care was funded by the NHS and you are dissatisfied after stage two, you may ask the Parliamentary and Health Service Ombudsman (PHSO) to consider your complaint.
Contact details:
Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP
Phone: 0345 015 4033
Email: [email protected]
Time limit: You need to contact the Ombudsman within 12 months of the incident (or becoming aware of it). You will need to explain what remains unresolved and why the earlier resolution steps did not work for you.
Non-NHS funded patients
If your care was not funded by the NHS and the complaint remains unresolved after stage one and stage two, you can request independent mediation through the Centre for Effective Dispute Resolution (CEDR).
Mediation is a confidential, voluntary process designed to help both sides reach a mutually acceptable resolution. A mediator supports the conversation but cannot impose an outcome.
Details for CEDR will be provided to you within your stage one and two response letter.
Time limits for raising a complaint
You can raise a complaint up to 12 months from the date of the event you are complaining about, or 12 months from the date you became aware of the issue.
Your feedback matters
We know it can take time and effort to raise a concern. Thank you for telling us when something hasn’t met expectations, it helps us improve care for you and for others.
Every complaint is handled with care, respect and a focus on resolving the issue as fairly and quickly as possible.