Making a Complaint

We aim to offer an excellent and consistent service to all of our clients, customers, and other associates. However, we welcome any concerns or complaints as valuable feedback, which will help us learn from your experiences and make improvements to our service provision.

We encourage you to try to resolve any issues or concerns with us at the time of the incident/concern but, if you are still left unsatisfied with any aspect of our service provision, please let us know so that we can resolve the matter as soon as possible.
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You can make a formal complaint in writing to complaints@mountainhealthcare.co.uk or by telephone to our Call Centre - 0330 223 0099.

You should provide us with:

• Your full name and address (if you are complaining on behalf of a client, please include their details too).
• As much information as possible about what happened and when.

Once you have contacted us, we will write to you within two working days of receiving your complaint. We may contact you for further information, or we may suggest a meeting to discuss your complaint in more detail. We will investigate the issues raised and respond to you within 14 working days. In some cases, we may need more time to reply. If this happens, we will contact you and let you know.