Complaints

Here at Ivy Wellness Suffolk we strive to offer you the best service. We want to ensure you are treated in a safe, caring and individualised manner. If you have been unhappy with any care received or have any concerns regarding our services please don’t hesitate to contact us.

If you would like to make a formal complaint, the process is as follows.

You can write to us at:

Ivy Wellness Suffolk Ltd

Ivy Wellness Suffolk Ltd, Encore Wellness, 20 High Street

Needham Market, Suffolk, IP6 0AP

or email us at: enquiries@ivywellness.co.uk

Please ensure that you include at minimum: Full Name, Mobile Number or Email Address, Date and Details of complaint. If your Complaint has been filed orally or through social media and does not comply with the terms in this policy we will ask you to resubmit your Complaint within two weeks. If your Complaint submitted orally has not been submitted in written within two weeks, then our obligation to follow this procedure ceases to apply.

After receiving your complaint, we will acknowledge it within 3 working days. It will be passed to the CQC registered manager to investigate. We endeavour to respond in full within 20 working days, if we are unable to complete the investigation within this timeframe we will write to you with an update before this deadline. We will update you at regular intervals post the 20 days if the investigation is ongoing.

If you are unhappy with our response you can appeal the concluded investigation by email or letter.