Complaints Policy

Complaints Policy

All patients of Equilibrium are entitled to make a complaint if they are not satisfied with the treatment or service they have been provided.

Complaints should be made in writing, as soon as possible. Equilibrium will always attempt to resolve the complaint within the scope of our abilities, wherever possible.

If patients are still not satisfied with the treatment or services they have received, patients are entitled to make a formal complaint, ideally within 3 months of the event taking place or 3 months from the date in which they become aware of the cause of the formal complaint.

Complaints should be submitted in writing to the following email address:

Equilibrium aims to acknowledge all complaints in writing within 3 working days. This acknowledgement will include details of the person handling the complaint as well as an indication as to how long we believe the process might take.

Equilibrium aims to offer a full response and resolution within 28 working days. However, if after this time an investigation is still in progress, the patient will be contacted in writing with an update, outlining the reason(s) for the delay.

If a complainant is not satisfied with the final outcome, there are 28 working days in which to appeal to the ISCAS (Patient Complaints Adjudication Service For Independent Healthcare). Should Equilibrium not hear further within this 28 working day, we will deem the matter concluded and that the complainant agrees with our decision.

All complaints are dealt with in strict confidentiality and without prejudice