Whilst we strive to get things right for young people and families, we know that on occasion things will not go exactly as expected or the care delivered may not be up to our high standards. If you are unhappy with any part of your experience or feel the care you have received could have been better, please let us know and we will do our best to resolve it.  

How to make a complaint 

In the first instance please raise your concern with the clinician or staff member you have been in contact with. Let them know what you feel has gone wrong and how you are hoping it can be resolved. They may be able to resolve this immediately for you.  

If this does not resolve your difficulty the please email our complaints service on complaints@held.health or phone 01392 796491. You can also write to us at: 

Complaints 

Held Health Limited 

The Generator, Quay House The Gallery 

Kings Wharf, The Quay, 

Exeter,  

EX2 4AN 

Your complaint will be reviewed by our Clinical Director and direct contact will be made with you with your consent. We will make an initial response within 3 working days and provide a written summary and proposed resolution within 30 days. 

What to do if you are unhappy with the response  

You can also contact the Care Quality Commission  

https://www.cqc.org.uk/contact-us/how-complain/complain-about-service-or-provider 

Confidentiality  

We know the importance of confidentiality; your complaint will only be shared with the relevant staff member to resolve your concern. Any learning to arise from your complaint will be used in our training to improve our service but will not include any personal or identifiable information.  

Will there be a negative impact? 

Raising a concern will in no way negatively impact on the care you receive from our service. 

How long do I have to make a complaint? 

The sooner an issue is raised the sooner we can look to resolve things for you, however, you can make a complaint up to a year after the event.