Our priority is providing the best possible care for our patients.
We’re committed to creating an even better experience by listening carefully and responding to their feedback with positive changes.
Complaints should normally be made within 12 months of an incident or of it coming to your attention.
We invite customers to make any complaints or concerns up to six months after an event – however in certain exceptional cases the deadline for doing so can be extended. You are welcome to contact us on 01829 863331 either verbally or via email and we will always provide a written record of your complaint. All incidents that come through this process are carefully considered by senior management before being reported at board level.
You can raise your concern/complaint by emailing our practice manager Jean, or our admin team:
Or write to us at:
Complaints Team, Enigma Healthcare, Unit 2 Portal Business Park, Eaton Lane, Tarporley, Cheshire, CW6 9DL
Once you’ve sent us your complaint, we’ll get back to you within 3 business days. We want to discuss the timeline for our response with you and ensure that whatever happens is kept transparent – if there are any delays whatsoever, we promise to keep in touch throughout.
Once a full investigation has been done into your complaint, not only will this be followed up by an explanation of the findings but also apologies where appropriate as well as information on what action is being taken based off it all; plus, details about how exactly things have progressed during handling of your grievance.
If you would find it helpful a face to face meeting can be arranged to discuss your complaint and our findings in a more personal way.
