Complaints and Feedback
We are committed to high clinical and operational standards. If our service falls short of those standards, or of your expectations, we want to know so concerns can be reviewed properly, learning identified, and improvements made.
Feedback, concerns, and formal complaints are an important part of accountability, patient safety, and service improvement. We take all complaints seriously and aim to ensure that concerns are reviewed in a way that is fair, proportionate, and professionally governed.
Our complaints process is designed to be clear, respectful, and transparent at every stage. Where issues are identified, we use them to strengthen learning, governance, and the quality of care and service delivery.
Our Complaints Process
Professional Review
Every complaint is reviewed seriously and managed within our governance framework with appropriate oversight.
Fair and Proportionate Handling
We aim to investigate concerns in a way that is balanced, evidence-based, and proportionate to the issue raised.
Learning and Improvement
Complaints help us identify themes, improve systems, and strengthen patient safety and service quality.
Raising a Complaint
Who Can Raise a Complaint?
Complaints may be raised by patients, relatives, authorised representatives, event organisers, or other relevant third parties with a legitimate concern.
How to Raise a Complaint
You can submit a complaint using the form below, or contact us by email or telephone if you would prefer us to record the complaint on your behalf.
What Information Helps?
Dates, times, event details, location, names of staff if known, and a clear description of the concern will help us review the matter promptly and fairly.
Alternative Ways to Contact Us
If you would prefer not to use the complaint form, you can contact us directly and we will ensure the matter is recorded and progressed through the same formal process.
Email: complaints@peak-mr.co.uk
Phone: 0330 043 6993
What You Can Expect From Us
- We will acknowledge your complaint within 3 working days
- We will undertake a proportionate and impartial review
- We will keep you informed with clear and timely communication
- We aim to provide a full written response within 20 working days
- Where appropriate, we will explain what happened and what action will follow
- We will use complaints to support learning and safer practice
Our Approach
Complaints are managed within our clinical governance framework and in line with relevant regulatory expectations. This helps ensure consistency, fairness, and appropriate oversight throughout the process.
Thorough Review
Reviews may include relevant records, staff accounts, operational information, and wider system or process factors where appropriate.
Learning and Improvement
We look beyond immediate events to identify root causes, practical learning, and any improvement actions needed.
No Adverse Impact on Care
Raising a complaint will not adversely affect any care or support you receive from us.
Accountability
The Complaints Lead is responsible for ensuring that complaints are reviewed, investigated, documented, and reported through the organisation’s governance processes, including identifying themes and overseeing any resulting improvements.
Complaints Lead / Medical Director
Tim Winter
Peak Medical and Rescue Limited
Independence and Fairness
If a complaint relates directly to the Medical Director, it will be escalated to an appropriately independent senior clinician or external reviewer in order to preserve impartiality and fairness.
Duty of Candour
We are committed to openness and honesty where care has fallen below the standard expected, particularly where an incident has caused harm or had the potential to do so.
Where appropriate, we will inform you as soon as reasonably practicable, provide a clear explanation of what is known, offer an apology where appropriate, and keep you updated as the matter is reviewed.
If You Remain Dissatisfied
If you are not satisfied with our response, you may also share your concerns with the Care Quality Commission, the independent regulator of health and social care in England.
Care Quality Commission (CQC)
Website: www.cqc.org.uk
Telephone: 03000 616161
The CQC does not usually investigate individual complaints directly, but information shared with them can inform regulatory oversight.
Confidentiality and Data Protection
Complaints are handled in confidence and in accordance with UK data protection law. Information provided will be used only for the purpose of reviewing, investigating, and responding to the complaint, together with any associated governance or safeguarding action where required.
Related Information
Further information about how we collect, use, and protect personal data can be found in our Privacy Policy.
Submit a Complaint
Please provide as much detail as you can. A clear and complete account will help us review your complaint promptly and fairly.
If you need assistance completing the form, please contact us and we will be happy to help.