Complaints Policy

At Verve Healthcare, we are dedicated to providing compassionate and effective support to individuals on their journey to recovery from addiction. Your satisfaction and well-being are our top priorities, and we take all feedback seriously. If you have any concerns or complaints about our services, we are here to address them promptly and transparently.

How to Make a Complaint

If you have a complaint, we encourage you to contact us as soon as possible. You can reach our Complaints Department through one of the following channels:

Phone: 0203 955 7703

What Happens Next

Acknowledgement

Upon receiving your complaint, we will acknowledge it within 3 business days. This acknowledgement will include the name and contact details of the person handling your complaint.

Investigation

Our team will thoroughly investigate the issues raised in your complaint. This may involve gathering additional information, consulting relevant parties, and assessing our internal processes.

Resolution

We aim to resolve all complaints within 3 days of acknowledgement. If the investigation takes longer, we will inform you of the progress and provide an estimated resolution timeframe.

Communication

Throughout the process, we will communicate with you openly and transparently. If additional information is needed or if there are any delays, we will keep you informed of the status of your complaint.

Escalation

If you are dissatisfied with the resolution of your complaint, you have the option to escalate the matter. Please indicate your desire to escalate, and a senior member of our team will review your complaint.

Continuous Improvement

At Verve Healthcare, we view complaints as opportunities for improvement. Your feedback helps us identify areas where we can enhance our services and better meet the needs of those we serve.

Your Privacy

All information provided in the course of a complaint will be treated with the utmost confidentiality. We will only share information with individuals directly involved in the resolution process.

Contact Information

If you have any questions about our Complaints Policy or need assistance in making a complaint, please contact our Complaints Department at 0203 955 7703.

Thank you for entrusting Verve Healthcare with your journey to recovery. We are committed to ensuring that your experience with us is positive and supportive.