Customer Complaints Policy

How we deal with customer complaints

At Redmoor Health, we aim to provide high-quality services which meet the needs of our customers.  We believe we achieve this most of the time: if we are not getting it right please let us know.

In order to ensure our services remain at a high and improving standard, we have a procedure through which you can let us know if, for any reason, you are not satisfied with your dealings with the organisation.

What to do if you are not happy with Redmoor Health

If you are unhappy about any of our services, please speak to the relevant member of staff, manager or Director.

If you are unhappy with an individual in the organisation, sometimes it is best to tell him or her directly. If you feel this is difficult or inappropriate then speak to the staff member’s manager or Director.

Often we will be able to give you a response straight away. When the matter is more complicated we will give you at least an initial response within five working days.

Making a written complaint

If you are not satisfied with our response or wish to raise the matter more formally, please write to the Director/Chief Executive. (If your complaint is about the Director/Chief Executive), please write to the Chair.)

All written complaints will be logged. You will receive a written acknowledgement within three working days. The aim is to investigate your complaint properly and give you a reply within ten working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.

If after we have responded you are not satisfied, please write to the Chair who will report the matter to the next meeting of the Board, which will decide on any further steps to resolve the situation.

Finally, please also let us know if you are happy with our services.

Contacting us

By email –
By telephone us on 0161 672 9778
Via our website –
Office address: Strawberry Fields Digital Hub, Euxton Lane, Euxton, Chorley, PR7 1PS