Complaints

How to Share Your Concerns: Making a Complaint

At ORO Mental Health, we value transparency and accountability. Whether you have positive feedback or concerns about the services you've received, we encourage you to express them. Your insights play a vital role in helping us enhance our services.

 

Steps to Lodge a Complaint:

Direct Communication: If you have any concerns or issues, consider discussing them directly with our staff. Early discussions often lead to quick resolutions.

Utilize the Contact Form: Complete the contact form below to share your experiences and views. We are committed to addressing your concerns promptly and will reach out to you.

Early Discussions: If you prefer, you can discuss your concerns early on with someone not directly involved in your care. Please let us know your preference.

 

Initiating a Formal Complaint:

If you decide to proceed with a formal complaint, here are some important considerations:

Timeframe: Typically, complaints should be made within 12 months of the incident or when you became aware of the matter. The complaints manager, in consultation with you, may extend this timeframe with valid reasons.

Complaint Submission: Complaints can be submitted verbally, in writing, or via email. In the case of a verbal complaint, a record will be created, and you'll receive a written copy. If filing a complaint on behalf of someone else, include their written consent.

 

What to Expect:

Acknowledgement: Expect an acknowledgment and an offer for a discussion about how your complaint will be handled within 3 working days of receiving it.

Discussion Phase: If you agree to the discussion, it will cover the anticipated timeframe for responding to your complaint. The response time is contingent on the nature of the complaint.

Notification of Delays: If there are any delays in providing a response, you will be informed of the reasons behind the delay.

Written Response: Following the investigation, you will receive a written response detailing the findings, any necessary apologies, and actions taken in response to your complaint.

 

Unsatisfactory Outcome?

If your issue persists or you are dissatisfied with the local handling of your complaint, you have the option to seek assistance from:

Dispute Resolution, Conflict Management & Mediation Services - CEDR

Contact Information: Health Choices Global operates globally under the name ORO Mental Health. Correspondence Address: 2 Harley Street, London, W1G 9PA

Please use the contact form below to provide your feedback, and we assure you that your concerns will be addressed promptly. Your contributions are invaluable, and we appreciate your dedication to enhancing our services at ORO Mental Health.