Purpose and Scope

Ovation Care always wants to improve the quality of experience for all Care Recipients, Customers, Carers and everyone who uses the Ovation Care platform.

We welcome all feedback and will ensure that any complaints are appropriately assessed and outcomes are shared within appropriate timescales.

Complaints Procedure

Any concerns or complaints can be raised in writing by:

• Letter to Ovation Care Complaints at 22 Wenlock Road, London, N1 7GU
• Email [email protected]

Complaints Process

Once a complaint has been made 22 Wenlock Road, London, N1 7GU will acknowledge safe receipt as soon as possible, the complaint will then be considered by the Head of Customer Account Management. Ovation Care will aim to respond with initial findings within three weeks of the complaint.

If you are not satisfied with that response, you may escalate the matter to Ovation Care’s Senior Governance Team, who will review and provide a final response within a further two weeks.

Complaints Log

Ovation Care will retain information of any complaints raised, which will include details of each complaint, the person who made the complaint, the subject matter, the outcome and the date on which any outcome letter was sent to the person who raised the complaint.