OUR CUSTOMER COMPLAINTS PROCEDURE

If for any reason you are not satisfied with the service that you have received from Sparta Health, then please contact a member of our team who will investigate and respond to your complaint.  If you are not happy with the response you receive and wish to make a formal complaint, please follow our complaints procedure as detailed below. 

We give our full commitment that your concerns will be fully investigated. 

HOW TO MAKE A FORMAL COMPLAINT?

If you have already made a complaint to a member of our team and are not happy with the response that you receive then you can escalate your complaint.  All complaints should be made to the Medical Services Manager.  Please send your complaint in writing to:

Medical Services Manager
Sparta Health,
20 - 22 Wenlock Road
Hoxton,
London
N1 7GU

Alternatively, please email the complaint to healthenquiries@sparta-group.co.uk.

WHAT HAPPENS NEXT? 

1. When the Medical Services Manager has received your complaint, they will acknowledge it within two working days.
2. We will then fully investigate your complaint with the aim in responding within 10 working days.
3. If the situation requires a longer investigation, we will contact you within 10 working days to inform you of this process with details on when you can expect our response.
4. Your complaint will also be kept on file to enable us to monitor the number and types of complaints we receive. 
   
   

IF YOU ARE NOT SATISFIED WITH THE RESPONSE?

If you are not satisfied with the response that you have received from the Medical Services Manager, then you have a period of 20 working days from the date of our response to make an escalated complaint to the Chief Executive Officer.  If we do not receive an escalated complaint within 20 working days, we will consider the case to have been resolved.

If you wish to make an escalated complaint, please ensure that you include details of your previous complaint and reasons for your dissatisfaction.  Your request will be acknowledged within 2 working days and you should receive a final response within 10 working days.  If the complaint requires further investigation, you will be notified within 10 working days with a timescale of the investigation and when you will receive a response.

All escalated complaints should be made in writing and include the following information: 

• Your name, your contact details and other information if appropriate.
• The details of the initial complaint.
• A clear description of your concern or complaint.
• What steps you would like us to take to resolve the issue.
• Please write "Complaint" clearly on the top of your letter or in the subject line of your email.

 Please send your escalated complaint to: 

Chief Executive Officer
Sparta Health,
20-22 Wenlock Road
Hoxton,
London
N1 7GU

Alternatively, please email the complaint to healthenquiries@sparta-group.co.uk.