Complaints Policy
At Kairos Health, we are committed to providing safe, ethical, and high-quality care for every patient who trusts us with their health.
Your experience matters and your feedback helps us grow. Whether you have a compliment, suggestion, or complaint, we welcome it openly. Every message we receive is an opportunity to improve the way we care for you.
If something hasn’t gone as you expected, please tell us as soon as possible. Most day-to-day issues should be submitted under the relevant category in our Contact Us form (e.g., delivery, general, order queries). For clinical queries, there is a secure form at the bottom of the page. These are treated as concerns and we aim to resolve them promptly and informally.
You can also speak directly to any member of our team – they’ll do their best to resolve your concern promptly and informally.
Other ways to contact us:
Email: [support@kairoshealth.co.uk]
Phone: [Insert number]
How to Raise a Concern
If your issue cannot be resolved quickly, or if you wish to make a formal complaint, please select “Feedback and Complaints” on the form.
This will start our official Complaints Process, which includes acknowledgement, investigation, and a formal written response. Your message will be picked up as soon as possible by the right team.
What Happens Next
If your concern becomes a formal complaint:
- We’ll acknowledge your complaint within 2 working days via email.
- An appointed complaints handler will review the issue and gather relevant information (e.g., order number/history, prescription details communications).
- We will aim to provide a full response within 5 working days. For clinical, complex or regulatory complaints, please allow 10 working days.
- If your concern is highly complex and requires more time, we’ll keep you informed every step of the way.
All complaints are handled confidentially, fairly, and without prejudice, and will never affect the care or treatment you receive.
If You’re Not Satisfied
If you’re unhappy with our final response, you may contact the appropriate organisation below:
For NHS Services
NHS England
england.contactus@nhs.net
(Please include “For the attention of the complaints team” in the subject line.)
For Private Services or General Concerns
General Pharmaceutical Council (GPhC)
www.pharmacyregulation.org
020 3365 3400
For Data Protection Matters
Information Commissioner’s Office (ICO)
https://www.ico.org.uk/
Our Commitment
We take every piece of feedback seriously. It shapes our training, our systems, and the way we deliver care. At Kairos Health, we believe that listening is part of healing and your voice helps us build a safer, better service for everyone.