If you make a complaint we will:

• Acknowledge receipt of your complaint within 1-3 days and investigate the issues raised;
• Aim to provide you with a full written explanation and response to your complaint within 20 working days;
• Reach agreement with you if more time is needed;
• Do everything possible to resolve your complaint to your satisfaction;
• Learn from the complaint you have made and make changes where appropriate;
• Provide assistance should you require help to make a complaint, for example, if English is not your first language;
• Ensure that the way we handle your complaint does not deter or disadvantage you or your relatives / carers from making complaints;
• Offer you a face to face meeting to talk through your concerns;
• Keep confidential all details relating to the complaint and its investigation. 

For non NHS patients: Cobalt is committed to the Independent Sector Complaints Adjudication Service (ISCAS) code of practice for independent healthcare providers. Please read their Patient’s Guide for more information.