Complaints Procedure

At Broadway Retreat, we are committed to providing safe, high-quality care and a positive experience for all our clients. We welcome feedback and take any concerns or complaints seriously. If something has not met your expectations, we want to know so we can put it right and continue to improve our services.

How to Raise a Concern or Complaint

If you have a concern, we encourage you to raise it as soon as possible. Many issues can be resolved quickly through an informal discussion with a member of our team.

If you would prefer to make a formal complaint, this can be done verbally or in writing.

Please contact:

Practice Manager
Broadway Retreat
Email: info@broadwayretreat.co.uk
Telephone: 01615262232

What Happens Next?

•We will acknowledge your complaint within 3 working days of receiving it.

• Your complaint will be investigated fairly and confidentially by the Practice Manager or an appropriate senior member of the team.

• We aim to provide a full written response within 20 working days. If more time is required, we will keep you informed.

• Our response will explain our findings, any actions taken, and, where appropriate, an apology.

Raising a complaint will not affect your current or future care at Broadway Retreat.

Confidentiality

All complaints are handled sensitively and in line with our confidentiality and data protection policies. Information will only be shared with those involved in investigating the complaint.

If You Remain Dissatisfied…

If you are not satisfied with our response, you may request a further review of your complaint.

You also have the right to contact the Care Quality Commission (CQC), the independent regulator of health and social care in England:

Care Quality Commission
Telephone: 03000 616161
Website: www.cqc.org.uk