Our commitment

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ieso is committed to delivering a high-quality service. The views and experiences of the people that use our service are important to us and help us in the process of continuous quality improvement. There may be an occasion when you are unhappy with some aspect of our service. In this instance, we would like to hear from you. Equally, if you are pleased with the services offered, or have any suggestions, please let us know.

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What is a complaint

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A complaint is an expression of dissatisfaction that requires a response. Anyone who uses our service can complain. You can complain if you are a health care professional or medical clinician who has contact with our services, or if you are a relative, carer, legal representative or appointee of anyone who uses our services. You can complain on someone else’s behalf, although, you will generally need their consent.

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How to complain

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If you are unhappy about something you should speak to us straight away. When you complain you should try to tell us how we can contact you, who or what you are complaining about and – if possible – what you would like to be done to address your complaint.

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You can make your complaint by email, letter, or phone.

You can email our Senior Clinical Team at complaints@iesohealth.com

You can call us on: 0800 074 5560

You can write to us at: ieso, Jeffreys Building, Cowley Road, Cambridge, CB4 0DS

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Help making a complaint

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If you need help making a complaint, you can contact our Senior Clinical Team at complaints@iesohealth.com. The team will be pleased to support you. You may also approach an independent advisory service, such as the Citizens Advice Bureau.

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How we will deal with your complaint

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Stage 1

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If you make a complaint by telephone we will document your complaint and acknowledge receipt of your complaint, in writing, within 3 working days. We will aim to resolve your complaint within 20 working days, keeping you informed of the progress. If there is any reason for a delay in responding, we will let you know.

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If you contact us by letter or email, we will acknowledge receipt of your complaint, in writing, within 3 working days. We will aim to resolve your complaint within 20 working days and will keep you informed of progress. If there is any reason for a delay in responding, we will let you know.

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All complaints will be investigated promptly. If necessary, you or your representative can ask for a meeting with our Clinical Team Manager and any other relevant staff member. Meetings can be held face-to-face, by telephone or via an online meeting room.

You will receive a final letter informing you of the outcome of our investigation.

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If you are unhappy with the outcome

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Stage 2

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If you are unhappy with the outcome of your complaint at stage 1 you have the option to escalate your complaint and proceed to stage 2, an objective review of your complaint by our UK Clinical Lead, Jenny Schiller (j.schiller@iesohealth.com).

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Should you wish to escalate your complaint, you should do so in writing, within 6 months of the final response to your complaint at stage 1. We will acknowledge receipt of your complaint, in writing, within 3 working days and will aim to resolve your complaint within 20 working days. You will receive a final letter informing you of the outcome of the complaint review.

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Stage 3

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If you are unhappy with the complaint review at stage 2, you have the option to proceed to stage 3, an independent external adjudication of your complaint.

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Requests for independent external adjudication should be made to the Independent Sector Complaints Adjudication Service (ISCAS), in writing, within 6 months of receipt of the stage 2 decision letter. Requests for independent external adjudication will be allowed outside this timeframe only in exceptional circumstances.

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You can contact ISCAS at:
70 Fleet Street
London
EC4Y 1EU

Tel: 020 7536 6091
Email: info@iscas.org.uk

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If you believe we have breached the Data Protection Act 1998 you may also contact the Information Commissioner's Office (ICO) on 0303 123 1113