If you are dissatisfied with your care, we would encourage you to contact the director, via email on info@willow-health.co.uk to discuss in the first instance. If you would like to make a formal complaint, you can do this in writing by emailing info@willow-health.co.uk. The complaint should detail your name and date of birth, the nature of complaint, how you would like to be contacted and the outcome you are looking for.

The complaint will be acknowledged within 3 working days.

A full investigation will be undertaken by the director of any complaint made under the complaints procedure.

A full response to the complaint will be provided within 20 working days, or a shorter period may be reasonable in the circumstances and will inform you of any action (if any) that is to be taken.

If the investigation takes longer, the director will advise you and we can come to an agreed timescale.

The director will supply a written copy of this complaints procedure to every service user, and to any representative of a service user if that person so requests. This will include the Health Improvement Scotland contact details below.

If the patient is dissatisfied with the outcome of the response to the complaint, they can contact Health Improvement Scotland at any time:

Healthcare Improvement Scotland

Gyle Square, 1 South Gyle Crescent, Edinburgh EH12 9EB

Phone : 0131 623 4342

Email : hcis.ihcregulation@nhs.net