Complaints Procedure

1. Our Commitment

Risk Medical Rescue Limited takes all complaints seriously and views them as an opportunity to learn and improve. We aim to resolve concerns promptly, fairly, and transparently.

All complaints are managed in accordance with our clinical governance framework and applicable regulatory requirements.

2. How to Make a Complaint

Complaints can be made by:

• Email: hello@riskmedicalrescue.co.uk (please include "Complaint" in the subject line)
• Post: Risk Medical Rescue Limited, St Augustine's, 125 Canterbury Road, Westgate-On-Sea, Kent CT8 8NL
• Telephone: 01227 639694 (we will confirm your complaint in writing)

Complaints should ideally be made within 12 months of the event, or within 12 months of becoming aware of the issue.

3. What to Include

To help us investigate your complaint efficiently, please include:

• Your full name and contact details
• The date(s) and nature of the service concerned
• A clear description of your concern
• What outcome you are seeking
• Any supporting documentation

4. Our Process

Stage 1 — Acknowledgement

We will acknowledge your complaint in writing within 3 business days of receipt.

Stage 2 — Investigation

We will investigate the complaint thoroughly, reviewing relevant records and speaking with the staff involved. We aim to provide a full written response within 20 business days. If the investigation takes longer, we will keep you informed of progress.

Stage 3 — Resolution

Our response will include: a summary of the investigation, our findings, any action taken, and an apology where appropriate.

Stage 4 — Escalation

If you are not satisfied with our response, you may request a review by a Director, who will consider the matter afresh and respond within a further 20 business days.

5. External Review

If you remain dissatisfied following our internal process, you may contact the relevant external body:

• Care Quality Commission (CQC): 03000 616161 — for concerns about the quality or safety of regulated care
• Health and Care Professions Council (HCPC): for concerns about a registered professional's conduct
• Information Commissioner's Office (ICO): for concerns about how we handle personal data
• Equality Advisory Support Service: for equality and discrimination concerns

6. Confidentiality

All complaints are handled confidentially. Information is only shared with those who need it to investigate and resolve the matter, and in accordance with our Privacy Policy and data protection obligations.

7. Learning from Complaints

All complaints are reviewed by the Clinical Director and feed into our clinical governance and quality improvement processes, so that lessons learned are used to improve the safety and quality of our services.