Compliments, complaints
& feedback.
We are an event medical provider working in people's most vulnerable moments. Hearing honestly from clients, patients, participants and production teams is how we keep our care safe, our planning sharp and our standards high. Whether you want to thank a crew, raise a concern or simply suggest an improvement — we want to hear it, and we will act on it.
Every message improves the next deployment
Compliments
Positive feedback recognising care, conduct, communication or service quality. Compliments are logged for learning and recognition and shared with the individuals and teams involved — without ever obscuring negative feedback.
Complaints
An expression of dissatisfaction about our care, service, action, omission, conduct or decision where you expect a response or resolution. Every complaint is investigated, answered candidly and used to prevent the same issue recurring.
Concerns & feedback
A concern is an issue or worry that may be resolved promptly but still needs recognising, recording or escalating — it is never ignored simply because you don't want to make a 'formal complaint'. Comments and feedback about your experience feed directly into our clinical governance reviews.
What happens when you raise a complaint
- 01
Raise it — any way you like
Verbally to any member of staff, Event Team Leader, Duty Officer or manager; by email or letter; through our online feedback form or the QR route on patient and client materials; via a representative, advocate, parent or attorney — or anonymously. Straightforward on-site issues can often be resolved immediately by the Event Team Leader, but significant concerns are always logged and escalated.
- 02
Acknowledgement within 5 working days
We acknowledge every complaint within 5 working days, confirm who is handling it and explain what happens next. Where a complaint may involve a notifiable safety incident it is screened immediately under the statutory Duty of Candour.
- 03
Independent investigation
Complaints are triaged and investigated under our Complaints Lead & Clinical Governance Lead (our Registered Manager), with our Operational Deputy leading where appropriate. If the complaint concerns the person who would ordinarily investigate, an independent reviewer is appointed. Investigation notes distinguish fact, evidence, professional opinion and unresolved allegation; original clinical records are never rewritten.
- 04
Full response — aim within 20 working days
You receive a clear, non-defensive written response setting out what we found, whether the complaint is upheld and what will change. If 20 working days is not achievable we will tell you why before the target date, give you a revised realistic date and keep you updated at reasonable intervals. Where we got something wrong, we say so and apologise.
- 05
Learning, action & records
Actions are tracked to completion and trends are reviewed as part of our clinical governance and CQC assurance. Complaint records are stored securely with role-based access and retained for a minimum of 10 years from closure. The policy itself is reviewed routinely every 9 months and formally at least annually.
- 06
Still not satisfied?
Your final response will explain the routes available to you. Depending on the circumstances these may include the relevant professional regulator (for the conduct of a registered clinician), the organisation that commissioned the service, or an independent adjudication route where applicable. You can also share feedback with the Care Quality Commission (CQC), which uses it in regulating providers, although the CQC does not resolve individual complaints.
- Complaints are handled confidentially and never affect the care or service you receive.
- Patient information is protected under UK GDPR; we will only share details with your consent or where the law requires.
- We are open and honest when things go wrong. Where the statutory Duty of Candour (Regulation 20) threshold is met, that process is completed in full.
- You may complain anonymously — we investigate as far as reasonably possible and record any limitations anonymity causes.
- Staff will listen respectfully, never retaliate or argue, and will not promise an outcome before review.
- Trends in compliments, complaints and feedback are reviewed at our clinical governance meetings and shared with clients in post-event summaries where relevant.
- Event name, date and location
- What happened and roughly when
- Names or descriptions of staff involved, if known
- Any reference number from your patient report or booking
- How you would like to be contacted
- The outcome you are hoping for