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.
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.
If you are unhappy about something please speak to us straight away. When you complain please 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.
You can make your complaint by email, letter, or phone.
You can email our Senior Clinical Team at firstname.lastname@example.org
You can call us on: 0800 074 5560
You can write to us at: ieso, Jeffreys Building, Cowley Road, Cambridge, CB4 0DS
If you make a complaint by telephone we will document your complaint and acknowledge receipt of your complaint, in writing, within 5 working days. We will aim to resolve your complaint within 21 days, keeping you informed of the progress. If there is any reason for a delay in responding, we will let you know.
If you contact us by letter or email, we will acknowledge receipt of your complaint, in writing within 5 working days. We will aim to resolve your complaint within 21 days and will keep you informed of progress. If there is any reason for a delay in responding, we will let you know.
All complaints will be investigated promptly. If necessary, you or your representative can ask for a meeting with our Clinical Lead and any other relevant staff member. Meetings can be held face-to-face, by telephone or via an online meeting room. We aim to resolve all complaints within 21 days. If required, you will receive a final letter informing you of the outcome of our investigation.
If you need help making a complaint, you can contact our Senior Clinical Team at email@example.com. The team will be pleased to support you. You may also approach an independent advisory service, such as the Citizens Advice Bureau.
If you are unhappy with the outcome of your complaint, you can contact:
If you believe we have breached the Data Protection Act 2018 you may also contact the Information Commissioner's Office (ICO) on 0303 123 1113