Complaints and Compliments

Hexagon Health recognises that there will be times when clients, their families or carers, staff members and others are dissatisfied with aspects of their treatment and services provided. Hexagon Health is committed to dealing with any issues that may arise as quickly and effectively as possible.

All concerns and complaints will be treated seriously and investigated promptly and we recognise our legal responsibility to respond appropriately and effectively to complaints (e.g., through the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014).

Compliments and concerns can be given verbally or in writing to any staff member or submitted to the Registered Manager.

The Company Lead for compliments and complaints is Dr Vian Hurle.

Complaints must be submitted in writing (via email preferably: admin@hexagon.health) to Dr Vian Hurle or Dr Richard Pemberton if the complaint relates to the Complaints Lead. This is to ensure clarity of the full and specific details of the complaint. Where the complainant is unable to submit a complaint in writing, they should raise the complaint with the Registered Manager, who will then record the complaint.

Comments on social media websites will not normally be deemed to be formal complaints unless submitted in writing via one of the means outlined above.

Once a complaint has been received, it will be formally acknowledged within 3 working days of receipt. The acknowledgement should normally be in writing but can be given verbally if appropriate. 

The Registered Manager will then either investigate the complaint fully themselves or nominate a ‘Lead Investigator’. If a ‘Lead Investigator’ has been nominated, the complainant must be informed with the name and contact details of the nominated person.

The person investigating the complaint will ensure that it is handled in a way to ensure that it is resolved without undue delay. Complainants should ordinarily receive a written response within 28 working days from the date of receipt. It is important that the right balance is struck between a timely response and one that is informed by comprehensive local action, as this will provide the best response to the complainant and the best opportunities for learning within the business. 

The complainant should be sent regular updates on the progress of the investigation and likely timescales for receiving the formal response. If agreed timescales cannot be met, it is essential that the lead investigator informs the complainant of the reason for the delay and that new timescales are mutually agreed. In conducting the investigation, the lead investigator may undertake any of the following: 

  • Contact the complainant to identify the outcome that they are seeking 

  • Provide the complainant the opportunity to give their account and views of what took place 

  • Review the relevant documentation, checking for evidence regarding issues raised 

  • Interview any staff members involved in the incident  

  • Develop a timeline of what happened  

  • Identify any shortfalls in level(s) of care provided

  • When appropriate, using a Root Cause Analysis, identify the causes/contributory factors/validity of the concerns that have been raised

  • Identify clear and assigned actions to prevent recurrence and to improve care quality. 


The lead investigator will then: 

  • Decide whether the complaint should be upheld in full, upheld in part or not upheld 

  • Make a record of the details of the investigation, outcomes, and actions to be taken

If, after receiving the formal response, the complainant is not happy with the outcome, they may write to the Directors to request an internal appeal.