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Complaints procedure

If you have a complaint or concern about the service you have received from Bromsgrove Healthcare Innovations Limited, please let us know.

How to complain

We hope that we can sort out most problems easily and quickly, often at the time they arise and with the person concerned.  If you wish to make a formal complaint, please do so AS SOON AS POSSIBLE – ideally within a matter of a few days.  This will enable us to establish what happened more easily.  If that is not possible, your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem.  You should address your complaint in writing to our Business Manager, Andrea Williams (you can use the attached form). BHI Complaint Form  She will ensure that we deal with your concerns promptly and in the correct manner.  You should be as specific and concise as possible.

Complaining on behalf of someone else

If you are complaining on behalf of someone else, you must have their permission to do so.  An authority form signed by the person concerned will be needed, unless they are incapable (because of illness or infirmity) of providing this.  A Third Party Consent Form is attached.  BHI Complaint Form Third Party Consent.

What we will do

We will acknowledge receipt of your complaint within three working days and aim to have fully investigated the complaint within 10 working days of the date it was received.  If we expect it to take any longer, we will explain the reason for this delay and advise you when we expect to finish our investigations.  When we look into your complaint, we will investigate the circumstances; make it possible for you to discuss the problem with those concerned (if necessary); make sure you have received an apology, if this is appropriate and take steps to ensure that any such problem does not occur again.

You will receive a final letter setting out the result of any Bromsgrove Healthcare Innovations investigations.