Complaints Procedure
Peak Occupational Health is committed to providing a high-quality service to all our clients, but when something goes wrong, we take it seriously and view it as an opportunity to improve our standards.
We greatly value our relationship with our clients and endeavour to address and resolve any complaint against us quickly to everyone’s satisfaction.
If a client Company or employee raises a complaint then we ask for the details of the complaint and endeavour to address as set out in this policy;​​​​​​​​​​​​​​​​​​​​​​​​​​​​​
1. If a client would like to speak to someone about a complaint, they should phone us directly and be passed to the most appropriate/ senior member of the team for an initial discussion.
2. If for any reason the most appropriate member of our team is not available, then they should able to leave a message and we will respond where possible, within 1 working day.
3. We may during discussion, ask for the complaint to be put in writing (email). It is then easier to address the details and circumstances of the compliant, or allow it to be passed to another member of staff who is more appropriate to deal with the complaint directly. Details in the email should include;
a. A brief background leading up to the complaint (Date/Time)
b. Who was involved
c. Precisely what the complaint is about
d. What action is required to resolve the complaint.
4. On receiving a complaint in writing, POH will acknowledge receipt by email within three working days, and enclose a copy of our Complaints Procedure.
5. POH will then investigate the complaint by;
a. Ensuring the complaint is seen by a senior member of staff.
b. Completing our investigation within one week of receiving the complaint.
6. If POH is not able to resolve the compliant within one week, we will invite specific Company Management Personnel to meet with us to discuss the matter further in order to;
a. Resolve all complaints to the satisfaction of all parties.
b. Learn from the process.
c. Retain our relationship with the Client Company and its employees.
7. POH does accept that not all complaints will result in a satisfactory conclusion. If we are unable to do this, then we will;
a. Arrange for an independent professional to review the matter, and act as an advocate in order to resolve the compliant.
b. Contact the Royal college of Nursing and/or the Chartered Society of Physiotherapy for advice.
c. Contact a Solicitor for advice.
​
Peak Occupational Health 2025/2026