Wylie Health Complaints Policy

At Wylie Health, we are committed to providing a safe, high-quality, and patient-centred healthcare service. While we strive to deliver the highest standards of care, we recognise that there may be times when you feel dissatisfied with some aspect of our service.

We view all complaints and concerns as an opportunity to:

• Listen and respond fairly.

• Put things right where mistakes have occurred.

• Learn from feedback to continually improve the care and services we provide.

This Complaints Policy outlines how patients can raise concerns and how Wylie Health will respond.

How to Raise a Complaint

You can raise a concern or complaint either verbally or in writing. While verbal complaints will always be taken seriously, we encourage written complaints wherever possible, as this ensures that details are accurately recorded.

• Email: info@wyliehealth.co.uk

• Telephone: 0121 227 3199

• Address (for written complaints): Wylie Health 90 Hagley Road Edgbaston Birmingham B16 8LU

All complaints should ideally be made within 6 months of the incident (or from the date you became aware of the issue).

Stage 1: Local Resolution

1. Acknowledgement:

   • Your complaint will be acknowledged in writing within 2 working days of receipt.

2. Investigation:

   • A thorough, fair, and objective investigation will be carried out by an appropriate member of the Wylie Health management team.

   • We may contact you to discuss your complaint in more detail or to request further information.

3. Response:

   • We aim to provide a full written response within 14 working days of receiving your complaint.

   • If more time is required (for example, due to complexity), we will update you regularly on the progress of our investigation.

Stage 2: Internal Independent Review

If you remain dissatisfied with the Stage 1 response, you may request that your complaint be escalated to Stage 2.

1. How to escalate:

   • Your request must be submitted in writing to the Wylie Health address provided above.

   • It must be made within 6 months of receiving your Stage 1 response.

2. Review process:

   • Your complaint will be reviewed by a senior member of the Wylie Health team who was not directly involved in the initial investigation.

3. Response:

   • A written outcome will be provided within 20 working days of escalation.

   • If there are any delays, we will keep you informed and provide a new estimated timescale.

Stage 3: Independent External Adjudication (ISCAS)

If you are dissatisfied with the outcome of Stage 2, you have the right to escalate your complaint to the Independent Sector Complaints Adjudication Service (ISCAS) for Stage 3 Independent External Adjudication.

1. Timeframe:

   • This must be done within 6 months of receiving your Stage 2 response.

2. Contact details: ISCAS (via CEDR) 3rd Floor, 100 St Paul’s Churchyard London, EC4M 8BU Tel: 020 7536 6091

3. Cost:

   • Accessing ISCAS is free of charge for service users.

4. Further information:

   • A full guide for patients is available here: ISCAS Patient Guide

Confidentiality & Record Keeping

• All complaints will be handled in line with confidentiality and GDPR requirements.

• Complaints are logged in our Complaints Register, which is reviewed internally and submitted to the regulator annually as required.

• Anonymised complaint information may be shared across our teams for learning and training purposes.

Learning from Complaints

At Wylie Health, we treat complaints as an opportunity for improvement. Where a complaint highlights a valid concern:

• We will take corrective action to prevent recurrence.

• Lessons learned will be shared with staff in an anonymised way.

• Policies, procedures, or training may be updated where appropriate.

Policy owner: Wylie Health Management TeamLast reviewed: September 2025Next review due: September 2025