1. Purpose
Redmoor Health is committed to delivering high-quality services and maintaining strong, positive relationships with our customers and partners.
We recognise that occasionally things may not go as expected. This policy sets out how customers can raise concerns or complaints and how Redmoor Health will handle them in a fair, transparent and timely way.
Our aim is always to resolve concerns quickly, learn from feedback and continuously improve our services.
2. Scope
This policy applies to complaints relating to services delivered by Redmoor Health, including:
- Consultancy services
- Digital platforms and dashboards
- Communications managed services
- Marketing, content or design services
- Training and support services
3. What is a Complaint?
A complaint is defined as:
Any expression of dissatisfaction about the standard of service, actions, or lack of action by Redmoor Health or its staff.
This may include concerns about:
- Service delivery
- Communication
- Timeliness
- Quality of work
- Professional conduct
- Contractual performance
Routine service queries or requests for clarification will not normally be treated as complaints unless the issue remains unresolved.
4. How to Make a Complaint
Customers can submit a complaint by emailing: hello@redmoorhealth.co.uk
Please include:
- Organisation name
- Contact details
- Description of the issue
- Any relevant dates or evidence
- The outcome you are seeking
If required, we will accept complaints verbally and record them on behalf of the complainant.
5. Our Complaints Process
Stage 1 – Initial Review
Once a complaint is received:
- We will acknowledge the complaint within 3 working days
- The complaint will be reviewed by a senior member of the Redmoor Health team
- We may contact the complainant to gather further information
We aim to provide a full response within 10 working days.
If more time is required due to the complexity of the issue, we will inform the complainant and provide a revised timeframe.
Stage 2 – Escalation to the CEO
If the complainant is not satisfied with the outcome of Stage 1, they may request an appeal. Appeals will be reviewed by the CEO of Redmoor Health. The CEO will:
- Review all documentation and evidence
- Conduct any further investigation required
- Provide a final response within 10 working days
Stage 3 – Escalation to the Board Chair
If the complainant remains dissatisfied after the CEO review, the complaint may be escalated to the Chair of the Redmoor Health Board.
The Chair will:
- Review the process followed
- Assess whether the complaint has been handled appropriately and fairly
- Issue a final determination
The decision of the Board Chair will be considered final within the Redmoor Health complaints process.
6. Possible Outcomes
Following investigation, outcomes may include:
- An explanation or clarification
- An apology
- Corrective action
- Service improvement measures
- Contractual resolution where appropriate
Where learning is identified, Redmoor Health will take steps to improve services and prevent recurrence.
7. Confidentiality
All complaints will be handled sensitively and confidentially. Information will only be shared with those involved in investigating and resolving the complaint.
8. Monitoring and Learning
Redmoor Health will:
- Record and monitor complaints
- Review themes or recurring issues
- Use feedback to improve services and delivery
Where appropriate, learning points may be reported to the Redmoor Health Board.
9. Review of Policy
This policy will be reviewed periodically by Redmoor Health to ensure it remains effective and aligned with best practice.
