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Laboratory Equipment

COMPLAINTS PROCEDURE

About / Complaints Procedure

Introduction

Your views are important to us and help us make sure our services consistently meet your needs. If you are unhappy with any aspect of our service, please let us know.

If a complaint alerts us to possible abuse or neglect, we will inform Brent's Adult Safeguarding Team, in accordance with our Safeguarding Adults Policy and Procedure. The Safeguarding Team will decide how the matter should be investigated and how outcomes are monitored.

Making a Suggestion

Many people feel more comfortable suggesting an improvement than making a formal complaint. Suggestions can be made by anyone using our services, or by their friends or family. To make a suggestion, you can:

  • Speak to a member of staff or the Registered Manager

  • Write to us at: Registered Manager, E&J Bio UK Ltd, 305 Neasden Lane, London NW10 1QR

  • Telephone us on 020 7126 8511

  • Email us at info@ejbio.co.uk

Making a Complaint

We aim to handle every complaint quickly, fairly, and honestly. We take all complaints seriously and use what we learn from investigating them to improve our service. We treat all complaints in confidence.
 

E&J Bio UK Ltd will not withdraw or reduce services to you because you have made a complaint in good faith.

Who Can Complain?

Anyone affected by the way we provide our services can make a complaint.

A representative can complain on behalf of someone if that person:

  • Cannot make the complaint themselves, or

  • Has given their consent for the representative to act on their behalf, or

  • Has died

If you would prefer not to make a complaint yourself and do not know someone who can act for you, we will be happy to help you find an independent advocate.

How to Make a Complaint

You can complain:

  • In person, by speaking with a member of staff or the Registered Manager

  • By telephone, on 020 7126 8511

  • By email, to info@ejbio.co.uk

  • In writing, to E&J Bio UK Ltd, 305 Neasden Lane, London NW10 1QR

  • Through an advocate or representative

Where a complaint is made verbally, we will make a written record and provide you with a copy within 3 working days.

Anonymous Complaints

We handle anonymous complaints in the same way as named complaints. However, if you do not provide contact details, we will not be able to update you on the outcome of our investigation.

Responsibility

The Registered Manager has overall responsibility for dealing with all complaints made about our service.
 

As far as is reasonably practicable, we will provide:

  • Any help you need to understand the complaints procedure

  • Advice on where else you may get that help

  • Information about making a complaint in a way that is accessible to you

How We Handle Complaints

The Registered Manager may ask another senior member of the team to investigate your complaint. That person will have the seniority and experience needed to deal with the issues you have raised.

We will:

  • Acknowledge your complaint within 3 working days, and give you the name and contact details of the person investigating it

  • Keep you informed about the progress of the investigation

  • Aim to complete all complaints within 28 working days, unless we agree a different timescale with you

When the investigation is complete, we will write to you with:

  • Details of our findings

  • Any action we have taken, or plan to take

  • Our proposals to resolve your complaint

Time Limits

Please raise your complaint as soon as possible after the event. If you complain more than 12 months after the event, we may not be able to investigate it fully. We will consider whether you had a good reason for the delay, and whether a fair investigation is still possible.

Further Steps

At any stage, if you are not happy with the way we are handling your complaint, you can contact the Registered Manager at E&J Bio UK Ltd, 305 Neasden Lane, London NW10 1QR, 020 7126 8511.

Once we have completed our investigation, if you remain dissatisfied with the outcome, you have the right to refer your complaint to the Independent Sector Complaints Adjudication Service (ISCAS):

E&J Bio UK Ltd is registered with, and regulated by, the Care Quality Commission (CQC). The CQC cannot investigate individual complaints about providers, but is happy to receive information about our services at any time, via www.cqc.org.uk.

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