Legal · Complaints
Complaints procedure
If something isn't right, please tell us. We treat every complaint as a chance to do better.
Last updated: [LAST_UPDATED_DATE]
Talk to us first
The fastest route is to call our Registered Manager directly on 020 8665 4239. Most concerns are resolved within 48 hours of a phone call.
How to make a formal complaint
You can submit a formal complaint by:
- Email: [COMPLAINTS_EMAIL]
- Post: Complaints, Koinonia Healthcare Limited, Unit A05A The Annexe, 110 Windmill Road, Croydon CR0 2XQ
- Phone: 020 8665 4239 and ask for the Registered Manager
What we do next
- 1. Acknowledge. We acknowledge every complaint within 3 working days.
- 2. Investigate. A senior manager not involved in your care leads the investigation.
- 3. Respond in writing. Within 28 days. If we need longer, we'll tell you why and when.
- 4. Learn. Findings are reviewed at our quarterly governance meeting.
If you're not satisfied
You can escalate to the Local Government and Social Care Ombudsman free of charge. For NHS-funded care, you can escalate to the Parliamentary and Health Service Ombudsman.
You can also raise concerns directly with the Care Quality Commission, our regulator. Contacting the CQC will not affect the care you receive from us.