Horizon TRT | Complaints Policy

Complaints Policy

Listening • Learning • Improving

How We Handle Complaints

At Horizon TRT, we are committed to delivering safe, professional and patient-centred care. If you are dissatisfied with any aspect of our service, we encourage you to tell us so we have the opportunity to investigate your concerns fairly and put things right where appropriate.

We treat every complaint seriously, impartially and confidentially. Making a complaint will never affect your right to receive appropriate care or influence future clinical decisions.

Making a Complaint

Complaints may be submitted by email, in writing or by telephone. Wherever possible, please provide enough information for us to understand what happened, when it occurred and the outcome you are seeking.

Contacting Us

Please send complaints to complaints@horizontrt.co.uk. If appropriate, we may arrange a telephone or video meeting to discuss your concerns in more detail.

Acknowledgement

We aim to acknowledge written complaints within three working days and will explain the next steps in our investigation.

Investigation

Each complaint is investigated fairly and objectively. Where necessary we may review clinical records, speak with staff or clinicians and obtain additional information before reaching a conclusion.

Confidentiality

Complaint records are handled confidentially and only shared with individuals who need access for investigation, governance or legal reasons.

Progress Updates

If an investigation is likely to take longer than expected, we will keep you informed of progress and provide revised timescales where possible.

Outcome

Once our investigation has concluded, we will provide a written response explaining our findings, any actions taken and, where appropriate, any improvements identified.

Learning and Improvement

We analyse complaints alongside compliments, incidents and feedback to improve patient safety, service quality and organisational learning.

Escalation

If you remain dissatisfied after receiving our final response, you may be able to refer your concerns to an appropriate external organisation or regulator depending on the nature of your complaint and the services provided.

Policy Review

This policy is reviewed periodically to ensure it remains consistent with current legislation, regulatory expectations and best practice in independent healthcare.

Contact Details

Postal Address
Suite 3 DBC House
Business Park
Grimsby Road
Laceby
Grimsby
North East Lincolnshire
DN37 7DP
United Kingdom

Email
complaints@horizontrt.co.uk

If your complaint relates to patient safety or requires urgent medical attention, please seek appropriate clinical assistance rather than waiting for the complaints process.