Complaints and Feedback
An easy and transparent way to raise a concern, complaint, compliment or suggestion.
Complaints tell us where the service is failing people. We would far rather hear from you than not.
Informal concerns
Raise it with the team on site and we will try to resolve it there and then.
Making a formal complaint
In writing, by email, by telephone or using our online form.
Complaints from representatives
A relative or advocate may complain on your behalf with your consent.
Support and advocacy
We can signpost you to independent advocacy support.
Complaints about the Registered Manager
Escalated directly to the Nominated Individual or Managing Director.
Complaints timescales
Acknowledged within three working days; a full response normally within 20 working days.
Investigation process
A named investigator, a review of records and, where relevant, interviews with staff.
Duty of Candour
Where something went wrong, we will say so and apologise.
Internal review
If you remain dissatisfied you may ask for the outcome to be reviewed.
External escalation
You may raise the matter with the relevant regulator or ombudsman.
Learning from feedback
Themes are reported to the governance meeting and drive service changes.
Contact details
Email: info@filmandeventsmedicalservices.com
Telephone: 0330 133 9699
A shorter route to this page is also available at /feedback-and-complaints.