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Complaints Policy and Procedure

 

Policy Statement

 Hear4u and Healthscreen Ltd is committed to providing exceptional customer service. Whilst every effort is taken to provide exceptional customer service, sometimes mistakes are made. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
 
A complaints procedure has been set up for people who feel dissatisfied with the service.
 
You have a right to complain and have it investigated. Hear4u and Healthscreen Ltd aims to learn from any mistakes and the complaints procedure is seen as very important in the continuous improvement cycle.
 

How to Complain

 Firstly, raise your complaint with the member of staff responsible for the service about which you are complaining.  If the matter is not resolved, promptly or fully, by them their line manager will become involved to work with you and the individual or team to reach a satisfactory resolution.
 
If you are not satisfied with how your complaint has been handled you may begin the formal complaint procedure.  Details of this are set out below.
 
Please contact us with the details of your complaint, initially the complaint should be sent to the Managing Director
 

What will happen next?

1.  Hear4u will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
 
2.  Hear4u will then investigate your complaint. This will normally involve passing your complaint to the most appropriate manager who will review your complaint.
 
3.  The manager will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 21 working days of sending you the acknowledgement letter.
 
4.   Hear4u will write to you within 14 working days of receiving your request for a review, confirming the final decision on your complaint and explaining our reasons.
 
5.   If you are still not satisfied, you can then contact the Chief Executive about your complaint.
 
If Hear4u has to change any of the timescales above, we will let you know and explain why.

Disability Policy

Hear4u is committed to encouraging equality and diversity among our workforce and eliminating unlawful discrimination.
The aim is for our workforce to be truly representative of all sections of society and our customers, and for each employee to feel respected and able to give their best.
The organisation - in providing goods and/or services and/or facilities - is also committed against unlawful discrimination of customers or the public
 
Physical access to Hear4u premises seeks to provide all clients with equal access to our buildings making alternative provision where necessary also expert advice is sought wherever necessary.
 
We offer home visits to clients who have limited mobility, however, you must make sure you inform the member of staff when booking your appointment that you require disability access.
 
As well as offering home visits we offer disability access at our Hinckley Branch, which is based on 13 King Street, Hinckley, LE10 1QT.
 
Our Rothwell branch is unable to offer disabled access due to the design of the building. Home visits are available upon request within the Northampton area.  
 
We do offer disability access at our Leicester branch; however, the width of the consulting room is built to accommodate a standard sized Wheelchair which is 32 inches wide. (Any Wheelchair wider than this will not fit!)

If you wish to discuss this policy further, please contact the Head Office on 01455 234600.

You can download our complaints form here.

Ear Wax Removal Policy

 

Terms and Conditions; For all wax removal appointments we take a £30 non-refundable deposit payment. Please turn up to your appointment 5 minutes before to complete your medical form. We allow 15 minutes grace period Should you have no wax then we will provide a hearing assessment if necessary, and medical referral if required. The £30 payment is for our time, not for a given procedure If you need to come back for a 2nd appointment there is no charge but if you need to come back for a 3rd appointment, then it will be another £30. Should you wish to avoid this extra charge, we strongly advise putting olive oil into your ear at least a few days before your appointment. If you need to cancel the appointment or reschedule you must do so within 24 hours of your given appointment. If you need to reschedule please make sure it is 24 hours before else there will be the customary £30 charge for another appointment.