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, please would you 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: firstname.lastname@example.org (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 acknowledge 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 are 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 complaint process. Information on this will be outlined at the end of your initial 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.
Complaining to other authorities
If you are not satisfied with the outcome of your complaint after you have followed the procedure above, you do have the right to approach the Independent Healthcare Sector Complaints Adjudication Service (ISCAS). ISCAS administers complaints on behalf of all members of independent healthcare Providers.
A copy of the ‘Independent Sector Complaints Adjudication Service Code of Practice for Handling Patients’ Complaints’ can be obtained by writing to the Independent External Adjudication Secretariat at:
Independent Healthcare Sector Complaints Adjudication Services
70 Fleet Street,
London EC4Y 1EU
Telephone: 020 3713 1746