Complaints Policy

Feedback and complaints help us improve. You will not be disadvantaged because you complain, raise a concern or provide negative feedback. We will handle complaints fairly, respectfully, confidentially and without avoidable delay.

Email admin@lonura.co.uk, or write to: Complaints Lead, Lonura Ltd, 8 Dorothy Road, London, England, SW11 2JP.

Please tell us what happened, when it happened, what outcome you are seeking and how we can contact you. A representative, family member, carer or advocate may complain for you. We will normally need your consent before sharing confidential information with them.

A complaint should usually be made within 12 months of the event, or within 12 months of when you became aware of it. We may accept a later complaint where there is a good reason for the delay and a fair investigation remains possible.

You do not have to use a digital channel. We can make reasonable adjustments and support accessible formats, disability, neurodivergence, sensory impairment, language, literacy and digital exclusion needs. You may use an advocate, representative or interpreter where confidentiality and safety can be protected. Email us to tell us what support you need.

Anonymous complaints will still be recorded and considered for learning, safety, safeguarding and service improvement, although we may be unable to respond directly.

We will acknowledge your complaint within 3 working days, provide a named contact and explain the process and expected timescale. We will normally provide a full written response within 20 working days of acknowledgement. If the matter is complex and we need longer, we will explain why and provide updates at least every 20 working days. We aim to complete even complex complaints within 3 months unless there are exceptional circumstances.

Our response will explain what we investigated, our findings, any apology, action or learning, and how to request a review. Where a complaint indicates urgent clinical risk, safeguarding, a data breach, a patient-safety incident or a duty-of-candour issue, we will escalate it through the appropriate process without delay.

If you remain dissatisfied, you may request an internal review, normally in writing within 6 months of our Stage 1 response. We will acknowledge the request within 3 working days and appoint someone sufficiently independent of the original complaint and response. The review response is normally provided within 20 working days, with updates at least every 20 working days if more time is needed.

A complaint involving our Registered Manager or Complaints Lead, Dr Nishel Patel, will be escalated to Ruth Coleman, Nominated Individual, or another non-conflicted director. The person complained about will not decide the investigation or approve the final response where that would undermine independence.

If you remain dissatisfied after Stage 2, we will explain how to access the independent external adjudication route available to you. Lonura will confirm ISCAS membership or an equivalent independent adjudication route before regulated activity begins. Eligibility and time limits will depend on that scheme.

Private self-funded patients do not usually have access to the Parliamentary and Health Service Ombudsman. If Lonura provides NHS-funded care in future, we will explain the applicable NHS complaints route.

The Care Quality Commission (CQC) welcomes information about people’s experiences of care, but does not usually investigate individual complaints for resolution. You can give feedback to CQC.

We keep a formal record of complaints, correspondence, outcomes and actions. We review themes and trends through clinical governance and use complaints to improve safety and quality. Complaint records are retained securely for at least 10 years after closure, or longer where required for clinical, safeguarding, litigation, insurance or regulatory reasons.