Complaints Procedure
Last updated: June 2026
Our Commitment
At Rowan Health, we are committed to providing high-quality care and service. We value feedback and take concerns seriously, as they help us improve our services and patient experience.
If you are dissatisfied with any aspect of your care or your experience with Rowan Health, we encourage you to let us know so that we can investigate and respond appropriately.
How to Make a Complaint
Complaints should be made in writing whenever possible.
Please include:
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Your name and contact details
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A description of your concern
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Relevant dates or appointments
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Any supporting information you believe may be helpful
Complaints may be submitted by:
Email: contact@rowan-health.com
Post:
Rowan Health Ltd
Northstead, Bordlands
West Linton
EH46 7DE
What Happens Next?
Acknowledgement
We will acknowledge receipt of your complaint within 5 working days.
Investigation
We will review the information provided and, where appropriate, investigate the matter with the individuals involved.
We may contact you if further information is required.
Response
Our aim is to provide a written response within 20 working days of receiving your complaint.
Where an investigation is particularly complex and requires additional time, we will keep you informed of progress and provide an updated timeframe.
Our Approach
We are committed to addressing complaints fairly, respectfully and confidentially.
Making a complaint will not affect your right to access our services or receive appropriate care.
Where concerns are identified, we will seek to learn from them and make improvements where appropriate.
Clinical Concerns
If your complaint relates to a clinical matter, we may review relevant clinical records and discuss the matter with the practitioner involved in your care.
Any review will be carried out in accordance with professional, legal and confidentiality obligations.
Privacy
Information provided during a complaint investigation will be handled in accordance with our Privacy Policy and applicable data protection legislation.
Further Information
If your complaint relates to the handling of personal information, you may also contact the Information Commissioner's Office (ICO):
Telephone: 0303 123 1113
Contact
For any questions regarding this procedure, please contact: