Complaints Procedure

Last updated: April 2026

At Xvera Medical, we are committed to providing safe, high-quality, and responsive care.

We welcome feedback and take all concerns seriously. Complaints are an important part of our clinical governance process and help us improve our service.

You will never be treated differently or disadvantaged for raising a concern.

1. What Is a Complaint?

A complaint is any expression of dissatisfaction about the care or service provided, whether justified or not, that requires investigation and response.

Concerns can be raised informally or as a formal complaint.

2. How to Raise a Complaint

You can contact us at any time:

complaints@xveramedical.com

Please include:

Your name
Date of birth
Correspondence address
A description of your concern

Alternatively, you may write to:

Xvera Ltd
Arkwright House
Parsonage Gardens
Manchester
M3 2LF

Complaints are handled confidentially and with respect.

3. Informal Concerns

Where appropriate, we aim to resolve concerns quickly and informally.

If the issue cannot be resolved immediately, it will be escalated to a formal complaint.

4. What Happens Next

4.1 Acknowledgement

We aim to acknowledge complaints within:

3 working days (email)
Up to 14 days (post)

4.2 Investigation

Your complaint will be reviewed by a clinician or the Registered Manager, who is responsible for overseeing the complaints process.

We may:

Review your clinical records
Speak with relevant staff
Offer you the opportunity to discuss your concerns

4.3 Response

We aim to provide a full written response within 20 working days.

If the investigation requires more time, we will:

Inform you of the delay
Provide an updated timeframe

5. Outcomes

Our response will include:

A clear explanation of findings
An apology where appropriate
Actions taken or planned to prevent recurrence

6. Duty of Candour

If something goes wrong in your care, we will:

Be open and honest
Provide a clear explanation
Offer an apology where appropriate
Explain what we are doing to put things right

Transparency is a fundamental part of our clinical practice.

7. Escalation

If you are not satisfied with our response, you may seek independent advice.

8. Complaints Made by Third Parties

If a complaint is made on behalf of a patient, we will require the patient’s consent before sharing confidential information, unless there are exceptional circumstances.

9. Learning & Improvement

All complaints are: