Complaints Policy and Procedure
Date of Policy: 25 March 2025
Review Date: 25 March 2026
Policy Summary
This policy outlines the principles and processes followed by 360 Med Ltd in handling complaints. It ensures all feedback is handled in line with legal and regulatory obligations and supports continual improvement of service quality.
This policy incorporates the Centre for Effective Dispute Resolution (CEDR) as our external mediation provider in cases where resolution cannot be achieved internally.
Use of CEDR for Mediation
Where a complaint remains unresolved after the internal process has been exhausted, 360 Med Ltd may recommend mediation facilitated by the Centre for Effective Dispute Resolution (CEDR). This step provides an impartial, confidential, and voluntary process to help both parties reach a mutually acceptable resolution.
CEDR Mediation Overview
- CEDR is an independent, not-for-profit organisation.
- Mediation is conducted by trained professionals, typically over the telephone.
- The process is confidential, voluntary, and without prejudice.
- If a settlement is reached, it is recorded in a legally binding Outcome Statement.
- The entire mediation process is typically completed within 30 days.
CEDR Contact Details:
CEDR, 100 St. Paul’s Churchyard, London, EC4M 8BU
Tel: +44 (0)20 7520 3800
Email: applications@cedr.com
Website: https://www.cedr.com/consumer
Complaints Handling Framework
Stage 1 – Local Resolution
Complaints can be raised verbally or in writing to 360 Med Ltd, preferably as soon as possible or within six months of the event or the complainant’s awareness of the matter. Complaints can be emailed to info@360med.co.uk.
Acknowledgment of a written complaint will be sent within three working days. A thorough investigation will be conducted, including a detailed case review and statements from relevant staff.
A comprehensive response will generally be provided within 20 working days. If the investigation is ongoing, updates will be provided every 20 working days. The aim is to complete Stage 1 within three months.
If dissatisfied with the Stage 1 response, the complainant may escalate the complaint to Stage 2 in writing within six months of the final response.
Stage 2 – Complaint Review
An acknowledgment of the escalated complaint will be sent within three working days.
An objective review will be conducted by a senior staff member not involved in Stage 1. This includes reviewing documentation and may involve interviews with relevant staff.
Consideration may be given to a face-to-face meeting or teleconference between the complainant and those involved in the Stage 1 response.
A full response will be provided within 20 working days, with updates every 20 working days if required. The aim is to complete Stage 2 within three months.
Stage 3 – Independent External Mediation
Complainants may request independent external mediation through the Centre for Effective Dispute Resolution (CEDR). Requests must be made in writing to CEDR within six months of receiving the Stage 2 decision.
Participation in mediation is voluntary for both parties. All discussions are confidential and without prejudice. If resolution is reached, a legally binding Outcome Statement will be prepared and signed by both parties.
If no resolution is achieved within 30 days, CEDR will close the case and notify both parties.
Care Quality Commission (CQC) Information
360 Med is registered with and regulated by the Care Quality Commission (CQC). The CQC cannot intervene in individual complaints but welcomes information about services.
Care Quality Commission National Correspondence
Citygate, Gallowgate
Newcastle upon Tyne
NE1 4PA
Telephone: 0300 061 6161
Fax: 0300 061 6171
Website:
www.cqc.org.uk