Complaints and feedback
Making a complaint
We are committed to providing high-quality, person-centred care. If you are unhappy with any part of the service you have received, please tell us. We will take your concerns seriously and do our best to resolve them quickly and fairly.
How to make a complaint
- Speak to any member of our team
- Complete our Patient Complaint Form: download the form (PDF), or ask at reception
- Email complaints@clovehealth.co.uk
- Write to: Complaints Manager, Clove Health Ltd, 25 Station Place, Cambridge CB1 2FP
You can ask someone to complain on your behalf. We will need your written consent for this.
What happens next
- Within 3 working daysWe acknowledge your complaint.
- Within 28 daysWe aim to send you a full written response.
- If we need longerWe will keep you informed and explain why.
Confidential and fair
All complaints are handled confidentially. Making a complaint will never affect your care. We can help you make a complaint, and translation or other formats are available on request.
If you're not happy with our response
[Only if Clove is an ISCAS member: If you are not satisfied with our final response, you can ask the Independent Sector Complaints Adjudication Service (ISCAS) to review it at iscas.cedr.com. Otherwise, name the independent route you use.]
You can also tell the Care Quality Commission about your experience at cqc.org.uk/give-feedback-on-care or on 03000 616161. CQC doesn't investigate individual complaints, but it uses what you share to inform its inspections.
Ready to tell us?
Email us, or download the form and send it by post.