Legal Questions

We love to hear from our clients, whether it is to hear something positive or negative about our service. We endeavour to improve at every opportunity and your feedback is invaluable. We can provide our feedback forms on request.

We take all complaints seriously and we acknowledge receipt within three days. Whether a complaint is lodged formally or informally, it will be reviewed by the CEO and reviewed at our board meetings. We undertake analysis, identify root causes, determine responses and consider learning and action we need to take. Either a full response or progress update will be sent to you within 20 working days. 

Patients who are dissatisfied with the First Stage response, have the right to take the complaint to CEDR at:

CEDR, 3rd Floor

100 St Pauls Churchyard

London

EC4M 8BU

Tel: 020 75203800

www.cedr.com

The complainant will need to complete the application form - available to download below. Once the completed form has been received, both parties will be contacted by the mediator to arrange a mediation date. This mediation will be a 3-hour call with Frailty Care, the complainant and mediator. The mediator supports and facilitates the parties to work together during this call to reach a resolution that they agree on.

Yes! Find the download link below.

Yes! We make a number of our policies directly available on our website ensuring we operate transparently and at your convenience. All our policies are available for download below.