Feedback & Complaints

We aim for all patients to receive the best possible care and support from our team.  We are always looking for ways to improve and we consider feedback from our patients as an opportunity to learn and improve. 

How and when to share feedback?

We don’t always get it right and we encourage you to raise any areas of concern at the time so that we can respond and hopefully resolve any issue as soon as it arises. We encourage our clients to express their views and experiences through various ways including:

  • Actively promoting feedback on our service at any stage throughout your journey

  • Sharing feedback and concerns directly with your Key Advisor or any member of your care team, or if you prefer please ask to speak to the Advisor or Nurse Team Leader. You can do it through your Apricity app, email or by phone.

  • Sharing your experience with our user experience team during one-to-one feedback interviews.

How to submit a formal complaint?

If the team are unable to help and you wish to escalate your concern to a formal complaint, you can contact Senior Management by email with “Complaint” in the subject to   

The time limit for initiating a complaint is 6 months from the date of occurrence, or 6 months from when you became aware of the cause for complaint, provided this is no more than 12 months after the event.

How do we handle formal complaints?

We will investigate every complaint thoroughly, fairly, and promptly. We aim to resolve your concerns and use your feedback to improve the quality of our service. 

  • We will acknowledge written complaints within 3 working days and provide a written response within 30 days of receipt.

  • If the investigation is still ongoing at 30 days, we will write and provide you with an update. 

  • If you are not satisfied with our response, you have 30 days in which to respond.  If we do not hear from you within this time, we will consider the complaint satisfactorily resolved.

Escalating a complaint

If you are not satisfied with our response, you are entitled to escalate your complaint to the Centre for Effective Dispute Resolution (CEDR):

+44(0)20 7520 3800

We are always disappointed when our patients have cause to complain but, and we sincerely apologise if things do not go as well as we would have hoped.

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