Andway Healthcare Ltd is committed to providing a high-level service to our clients. If you do not receive satisfaction from us we need to hear from you. This will help us to improve our standards.
Therefore, we aim to ensure that:
We recognise that many concerns will be raised informally and dealt with quickly. Our aims are to:
An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.
If you have a complaint, please contact Luke Ledgeway, Service Manager.
You can write to the Director at: Andway Healthcare Ltd, Atlantis House, Manse Lane, Knaresborough, HG5 8LF.
I. We may ask the member of staff who dealt with you to reply to your complaint within 5 days of our request;
II. We will then examine the member of staff’s reply and the information you have provided for us. If necessary we may ask you to speak to them. This will take up to 4 days from receiving their reply;
III. Luke Ledgeway will then invite you to meet to discuss and hopefully resolve your complaint. He will do this within 5 working days of the end of our investigation.
If you do not want a meeting or it is not possible, Luke Ledgeway will send you a detailed reply to your complaint. This will include suggestions for resolving the matter. This will be done within 5 working days of completing our investigation.