Last Updated: 05 August 2024

At Happen, we are committed to providing high-quality healthcare services and information. We understand that there may be occasions when you are not entirely satisfied with our services, and we take complaints very seriously. This policy sets out how we handle complaints and the steps you can take if you wish to make a complaint.

Definition of a Complaint

A complaint is defined as any expression of dissatisfaction, whether justified or not, about our services, staff, or policies, which requires a response.

How to Make a Complaint

You can make a complaint by contacting our Customer Care team via email at [email protected]

Please provide as much detail as possible about your complaint, including your name, contact information, and the nature of your complaint.

To help us investigate your complaint further, we kindly ask you to provide the following information:

• Your full name, email, and postcode
• Order number (if applicable)
• A clear description of your complaint
• Any relevant correspondence

Our internal complaints procedure aims to:

• Understand the nature of the complaint
• Acknowledge receipt of the complaint within 72 business hours and provide you with contact details for a dedicated staff member if you have further questions
• Allocate the complaint for investigation
• Review and identify the root cause of the complaint
• Respond to the complaint within 20 working days
• Take appropriate action to resolve the complaint
• Share any learnings for continuous improvement

Complaints Handling Process

Upon receiving a complaint, we will acknowledge receipt within 72 hours and provide you with a reference number for your complaint.

We will investigate your complaint thoroughly and impartially. This may involve reviewing relevant records, speaking with staff involved, and gathering any other relevant information.

We aim to resolve complaints as quickly as possible. However, some complaints may require more time to investigate fully. In such cases, we will keep you informed of the progress of our investigation and provide you with regular updates.

Once we have completed our investigation, we will provide you with a written response outlining our findings and any actions we have taken or will take as a result of your complaint.

Escalation

If you are not satisfied with the response to your complaint, you may request that your complaint be escalated to a senior member of our management team. They will review the handling of your complaint and provide you with a final response.

Feedback and Learning

We value feedback from our patients and use complaints as an opportunity to learn and improve our services. We will regularly review complaints to identify any trends or areas where we can make improvements.

Confidentiality and Data Protection

We will handle your complaint with the utmost confidentiality and in accordance with the Data Protection Act 2018 and the General Data Protection Regulation (GDPR). We will only use your personal information for the purposes of investigating and responding to your complaint.

External Resolution

If you are not satisfied with the final response to your complaint, you may refer your complaint to the Health and Care Professions Council (HCPC) or the Care Quality Commission (CQC) for further investigation.

Contact Us

If you have any questions or concerns about our complaints policy, please contact our Customer Care team at [email protected]

This complaints policy is intended to ensure that we handle complaints fairly, efficiently, and in compliance with UK law and regulations. We are committed to resolving complaints promptly and using them as an opportunity to improve our services.