We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally within a matter of days or at most a few weeks – because this will enable as to establish what happened more easily. If it is not possible to do that please let us have details of your complaint: ​ - Within 6 months of the incident that caused the problem or - Within 6 months of discovering that you have a problem provided this is within 12 months of the incident. Alternatively, you can email us your complaint to: complaints@greenwich-health.com ​ On receipt of your complaint. we will explain the complaints procedure to you and make sure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.

We shall acknowledge your complaint in writing within 3 working days and aim to have investigated your complaint within 20 working days of the date when you raised it with us We discuss all complaints at our regular Greenwich Health Clinical Governance Meetings, and we shall then be in a position to give you an explanation or offer a meeting with those involved. In investigating your complaint, we shall aim to: - find out what happened and what went wrong - enable you to discuss the problems with those concerned, if you would like this - ensure you receive an apology where this is appropriate - Identify what we can do to make sure the problem doesn’t happen again

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else we have to know that you have their permission to do so. A note signed by the person concerned will be needed unless they are incapable (because if illness) of providing this.