Complaints Policy
We take every complaint seriously. If you are dissatisfied with any aspect of your care or experience with Evernu, we want to hear from you. Your feedback helps us improve. Every complaint is acknowledged, investigated thoroughly and responded to in writing — and if we get things wrong, we will tell you, apologise, and explain what we are doing to put it right.
How to Make a Complaint
You can make a complaint in any of the following ways — there is no requirement to use a specific format or to put your complaint in writing:
| Method | Details |
|---|---|
| complaints@evernu.co.uk | |
| Telephone | 07424 959 159 |
| In writing | Evernu Ltd, 1 Skeoge Industrial Estate, Londonderry, BT48 8SE |
| Online form | Use the form below |
Complaints should be made within six months of the event, or within six months of you becoming aware of the issue. If you are outside this timeframe, please contact us anyway — we will consider your complaint on its merits.
If you need help making your complaint — for example due to language, literacy or accessibility needs — please contact us and we will arrange appropriate support.
You may also make a complaint on behalf of another person — for example, a family member — with their consent, or on behalf of someone who is unable to make a complaint themselves.
Our Three-Stage Process
All complaints are handled through a structured three-stage process in line with the DoH Health and Social Care Complaints Procedure Guidance (April 2023) and Regulation 23 of the Independent Health Care Regulations (Northern Ireland) 2005.
Local Resolution
Your complaint is handled by our Complaints Manager, Dr Michael Gough (Registered Manager). We will investigate your complaint thoroughly and respond to you in writing.
Our investigation will:
- Review all relevant records, correspondence and clinical documentation
- Speak with any staff members involved
- Address every element of your complaint clearly and honestly
- Acknowledge any failings and apologise where appropriate
- Explain any actions we are taking as a result of your complaint
If your complaint raises a patient safety concern, we will take any necessary immediate action before completing the full investigation.
Internal Review
If you are not satisfied with the Stage 1 response, you may request an Internal Review within six months of receiving the Stage 1 response.
The review will be conducted by a person not involved in the Stage 1 investigation. Where necessary, we will engage an independent clinical or governance adviser to ensure a truly impartial review.
You will receive a written outcome, and we will advise you of your right to refer your complaint to HSCAMP for independent adjudication if you remain dissatisfied.
Independent Adjudication — HSCAMP
If you remain dissatisfied after Stages 1 and 2, you may refer your complaint to HSCAMP (Healthcare Sector Complaint Adjudication and Management Partners) for independent adjudication. This service is completely free to you — all costs are met by Evernu Ltd.
HSCAMP adjudicators are fully independent of Evernu Ltd and drawn from experienced medical, nursing, social care and regulatory backgrounds. The adjudicator's decision is final and binding on Evernu Ltd.
You should request Stage 3 adjudication within six months of receiving the Stage 2 response.
Timescales at a Glance
| Stage | Milestone | Timeframe |
|---|---|---|
| Stage 1 | Acknowledgement | Within 3 working days of receipt |
| Stage 1 | Full written response | Within 20 working days of receipt |
| Stage 2 | Request deadline | Within 6 months of Stage 1 response |
| Stage 2 | Acknowledgement | Within 3 working days of Stage 2 request |
| Stage 2 | Full written response | Within 20 working days of Stage 2 request |
| Stage 3 | Referral to HSCAMP | Within 6 months of Stage 2 response |
Independent Adjudication — HSCAMP
Evernu Ltd is a subscribing member of HSCAMP. As a privately funded service, our patients do not have access to the Northern Ireland Public Services Ombudsman (whose remit covers publicly funded services only). HSCAMP provides the equivalent independent adjudication route for patients of private healthcare providers.
This service is free to patients. Evernu Ltd is a subscribing member and will cooperate fully with any HSCAMP adjudication process.
Other Regulatory Routes
You may raise a concern with any of the following organisations at any time — independently of our internal complaints process and at any stage:
RQIA — Our Regulator
Evernu Ltd is regulated by the Regulation and Quality Improvement Authority. RQIA does not investigate individual complaints, but concerns raised will inform their regulatory oversight.
GMC — Concerns About a Doctor
If your concern relates to the fitness to practise of a registered doctor, you may contact the General Medical Council at any stage.
ICO — Data Protection Concerns
If your concern relates to how we have handled your personal data, you may contact the Information Commissioner's Office.
HSCAMP — Independent Adjudication
Available after completing Stages 1 and 2 of our internal process. Free to patients.
Confidentiality
All complaints and the information contained within them are treated as strictly confidential. Your complaint record is held securely within our Clinical Management System and accessed only by those directly involved in handling your complaint.
Your identity will not be disclosed to any third party without your consent, except where required by law or necessary to investigate your complaint. Where your complaint is referred to HSCAMP, RQIA or another body, only the information necessary for that purpose will be shared, in accordance with the UK GDPR and Data Protection Act 2018.
No patient will be disadvantaged in any way as a result of making a complaint in good faith.
What This Policy Does Not Cover
If you are unsure whether your concern falls within this policy, please contact us — we will always try to direct you to the most appropriate route.
Submit a Complaint Online
You can use this form to submit your complaint directly to our Complaints Manager. You do not have to use this form — you may also email, call or write to us. Completing this form does not affect your rights in any way.
Complaint Form
Include as much detail as possible — this helps us investigate your complaint thoroughly and promptly.
We will acknowledge your complaint within 3 working days of receipt. Your information will be handled in accordance with our Privacy Notice.
Key Contacts
Ready to make a complaint?
Contact our Complaints Manager, Dr Michael Gough, directly by email or telephone. We will acknowledge your complaint within 3 working days.
Email Us NowEvernu Ltd — Complaints Manager
Dr Michael Gough, Registered Manager
1 Skeoge Industrial Estate, Londonderry, BT48 8SE