Vale Wellness Complaints Procedure

At Vale Wellness we are committed to providing the highest quality healthcare and wellbeing service and enriching the lives of all of our patients. On occasion some patients may feel unhappy with the service that they have received and may wish to make a complaint. Our complaints procedure is in place to help resolve your complaint as effectively and efficiently as possible. We listen to all your complaints and take them incredibly seriously and endeavour to learn from them to continuously improve all service. Your complaint will be treated in the highest of confidence and you will be always treated with courtesy and fairness.

How to make a complaint

Any complaints can be made verbally or in writing to Vale Wellness. Complaints can be emailed to us on clinical@valewellness.com. Where possible, we encourage you to raise a complaint in writing.

Address: Vale Wellness 10 The High Street, Cowbridge, Vale of Glamorgan CF71 7AG
Telephone number: 01446 789740

** Please note all stage 1 complaints should be made within three months of the initial event**

When would I receive a response?
Stage One

All stage 1 complaints will be acknowledged in writing within three working days of receipt.

Upon receipt of your complaint, we will properly begin the process of a thorough investigation.

We aim to resolve complaints within 10 working days of receipt by providing you with a full written response detailing the outcome of our investigations and decisions.

Sometimes it may take longer than 10 days to resolve the complaint if the complaint is complex and further investigations are required.

What if I am dissatisfied with your initial response?
Stage Two

If you are dissatisfied with our response at stage one you can escalate your complaint to the stage two internal independent review process this must be done in writing to the above address and within three months of receiving your stage one response.

You will be provided with a written response on the outcome of the review within 20 working days where the investigation is still in progress you will receive a letter explaining the reasons for this delay.

What if I am still dissatisfied?
Stage Three

If you remain dissatisfied with the outcome of the Stage 2 review, you have the right to escalate your complaint to ISCAS for Stage 3 Independent External Adjudication. This should be done within 6 months of receiving a Stage 2 response, and the complaint should be submitted in writing to the following address:

Please note that the escalation to Stage 3 ISCAS Adjudication is free of charge for service users.

For further information on how ISCAS handles Stage 3 complaints, please click here.

Please be aware that the details of your complaint will be kept in a confidential register, as we are obligated to maintain and provide it to the Commission annually.

Additionally, anonymised details will be shared with all staff members to keep them informed about the situation, and if the complaint is valid, to view it as a positive learning experience.