Complaints information sheet | Peppy | How to make a complaint

Complaints Information Sheet

Peppy welcomes all feedback from our clients, including compliments and complaints.

All feedback is extremely valuable to us. If you wish to discuss any aspect of your care, please contact any member of staff in the first instance.

We will aim to resolve any concerns you have and may offer to meet with you to discuss these, with a view to reaching a satisfactory resolution. However, if we cannot resolve your concerns, please make a formal written complaint.

Written complaints

We aim to ensure that all complaints are investigated thoroughly, and are satisfactorily resolved. We view complaints as a valuable source of information about our services, which help us learn and continuously improve.

It is important that you write to us as soon as possible after the cause of the complaint. We will usually only investigate complaints that are made within 12 months of the cause of the complaint. However, the time limit can be waived if we feel there are valid reasons why you could not have informed us sooner. 

Please put your complaint in an email to support@peppy.health. We may ask you for certain details about you and your complaint in order to address it, and we ask for your prompt cooperation in seeking to resolve our differences quickly.

Our response

We will acknowledge the complaint via email within 1 working day of receipt. When acknowledging the complaint, we will inform you of the timescale for when you will receive a full response. To enable a full investigation and response to be compiled there may be instances where we will have to halt or postpone your care or treatment; this is very rare and will be detailed in a follow-up email if applicable. 

We will aim to provide a full written response within 40 working days. In the unlikely event it will be longer than this, we will keep you updated with the progress of your complaint.

Our written response may include an explanation of how the complaint has been considered, the conclusions reached and how they may affect you. It will confirm any actions that need to be taken as a consequence of the complaint and we will give you the chance to discuss this with us. 

If you feel a resolution has still not been reached, your complaint will be further reviewed through Peppy’s internal appeals process. We will inform you of the outcome within one week. If you feel your complaint has still not been resolved, you have the right to take the complaint to the Independent Sector Complaints Adjudication Service (ISCAS), independent adjudicator of complaints for the private healthcare sector, at no cost to yourself. 

Please refer to the following website for further information: https://iscas.cedr.com.

The CQC reviews records of complaints during inspections of Peppy Health. In some circumstances, complaints may need to be reported to these regulatory bodies by Peppy Health.

Your confidentiality will be respected at all stages of the complaints process.

Thank you.