Complaints Procedure

At Breathe IV Therapies, we are committed to providing high-quality services to all our clients. We take any complaints or concerns seriously and aim to resolve any issues promptly and effectively. If you are unhappy with any aspect of our service, please let us know so we can address your concerns.

Informal Resolution

If you have a complaint or concern, we encourage you to discuss it first with a member of our team. Many issues can be resolved quickly and informally through direct communication. Our staff are trained to handle concerns sensitively and will do their best to address your issue right away.

Formal Complaints Procedure

If your complaint cannot be resolved informally, or if you prefer to make a formal complaint, please follow these steps:

Step 1: Submit Your Complaint

Please submit your complaint in writing to:
Email: complaints@breatheivtherapies.co.uk
Post: Complaints Department, Breathe IV Therapies, 107 Roe Lane, Southport, PR9 7PG

Please include:

  • Your full name and contact details
  • Details of the service you received
  • Date and time of the service
  • Nature of your complaint
  • Any relevant documentation or information

Step 2: Acknowledgment

We will acknowledge receipt of your complaint within 3 working days.

Step 3: Investigation

Your complaint will be investigated by a senior member of our team who was not directly involved in the matter. They will review all relevant information and may contact you for further details if necessary.

Step 4: Response

We aim to provide a full response to your complaint within 14 working days. If our investigation takes longer, we will keep you informed of our progress and when you can expect a full response.

Step 5: Resolution

Our response will include:

  • A clear explanation of the outcome of our investigation
  • Any actions we have taken or will take as a result
  • Information about any further steps you can take if you are not satisfied with the outcome

Further Action

If you are not satisfied with our response to your complaint, you may contact the relevant regulatory body or seek independent advice. For medical services complaints, you may contact the Care Quality Commission (CQC) or the General Medical Council (GMC).

Confidentiality

All complaints will be handled confidentially, and information will only be shared with those involved in investigating and resolving your complaint.

Monitoring and Improvement

We review all complaints regularly to identify trends and opportunities for service improvement. Your feedback is valuable to us and helps us to enhance our services.