How we manage Complaints, Concerns and Compliments
Babylon views all complaints, concerns and compliments as valuable feedback. It helps us learn from your experiences and make improvements to the services we provide.
Compliments are as important to Babylon as complaints. We appreciate and value your positive feedback. There’s a lot we can learn from it. And your compliments are always shared with the team member who provided your care.
How do I make a complaint?
If you are able to, raise your issue at the time, as we would like to address any problems as quickly and informally as possible.
If you are not happy or able to do this, please contact our Support Team on +44 (0) 3302 231 008 or 00353 (21) 2355755 and ask to speak to a Team Lead who will try to resolve the issue and offer you further advice on the complaints procedure.
If your problem cannot be resolved at this stage and you wish to make a formal complaint, please let us know as soon as possible, ideally within a matter of days, so that we can get a clear picture of the circumstances surrounding the complaint.
You can complain or give feedback via:
- Email: email@example.com (please include ‘Complaint’ in the subject line);
- Telephone: You may also make your complaint via telephone, calling +44 (0) 3302 231 008 or 00353 (21) 2355755 and speaking with one of our Operational Leads, letting them know you wish to make a formal complaint.
To help us to investigate your complaint, please provide as much information as possible. Include the following:
- Your full name and a valid email or home address (including postcode) for reply;
- Your date of birth;
- A contact phone number in case we need to contact you for additional information;
- A clear description of what you want to complain about and when this happened;
- Any relevant correspondence.
Babylon acknowledges all complaints no later than the third working day after the day the complaint is received.
The complaint will be investigated, and you will receive the findings of the investigation. You will also receive an explanation of any lessons learned or changes that will take place as a result of the findings of the investigation. You will usually receive a response within 20 working days. If for any reason, we are unable to write to you with the outcome in 20 working days, we will notify you, explaining the reason for the delay and advise when we anticipate providing you with a response.
What if I am not happy with how you respond to my complaint?
Should you be unhappy with the response you received, please let us know that you are still not reassured and explain why. The person who provided you with a written response will try and resolve any continuing concerns.
If you are still not satisfied with this response and wish to escalate further, you can request an internal appeal. Your complaint will then enter Stage two of the complaint process. Information on this will be outlined at the end of your initial response. Appeal should normally be made within 20 working days of the date of the written response. You should provide a clear, detailed description of your complaint in writing, explaining why you were not satisfied with the original response, to enable us to make sure we address all your concerns.
What if I am still unhappy?
If you’re unhappy with the result of your complaint from this practice you can appeal to the Independent Sector Complaints Adjudication Service (ISCAS). ISCAS adjudication is only designed to be used once all stages of the complaints process have been exhausted.
Address: Independent Sector Complaints Adjudication Service, 70 Fleet Street, London EC4Y 1EU
Telephone: 020 7536 6091
Complaining on behalf of someone else
Due to medical confidentiality rules, if you are complaining on behalf of someone else, we need to know that you have the patient’s permission to do so. We’ll need a note from them unless they’re incapable of providing one due to illness or disability. This consent form will be sent to the patient by our team on receipt of the complaint.
Once a request for patient consent has been sent, they will have 20 working days to provide consent. Otherwise, the matter will be closed.