At Green Koala, we are committed to providing a high standard of care. We welcome all feedback and take every complaint seriously. This policy ensures that your voice is heard and your concerns are resolved fairly and promptly.

How to Make a Complaint

Step 1: Contact Us

If you are unhappy with any part of your care or service, please contact us as soon as possible. Send your complaint by email to: info@greenkoala.co.uk

Step 2: Acknowledgement & Investigation

You will receive an acknowledgment of your complaint within 3 working days. We aim to send a full response within 21 working days. If your complaint is complex, we will keep you updated on our progress. Your complaint will be managed by our Medical Secretary and reviewed by the Registered Manager. An external clinical advisor may be consulted if appropriate.

Step 3: If You Remain Unsatisfied

If the complaint remains unresolved, you may escalate it to an external body such as the Local Government and Social Care Ombudsman (LGO).

Feedback and Compliments

We encourage clients to share positive feedback or compliments about the care they have received. This helps us celebrate good practice and motivates our team. You can also use our feedback form to make suggestions for improvement.

Support and Advocacy

You may seek support from the following services when making a complaint:

• Local Government and Social Care Ombudsman (LGO): https://www.ombudsman.org.uk/

• Citizens Advice: https://www.citizensadvice.org.uk/

• The Advocacy People: https://www.theadvocacypeople.org.uk/about-us

• POhWER: https://www.pohwer.net/

Regulatory Bodies

• Information Commissioner’s Office (ICO): https://ico.org.uk/

• Nursing and Midwifery Council (NMC): https://www.nmc.org.uk/

• The British Psychological Society: https://www.bps.org.uk/