How to complain

You have the right to make a complaint about any aspect of the services that you the received from  HealthChoices Global.

We encourage feedback because it's used to improve services. If you wish to share your views and experiences, positive or negative, simply speak to a member of staff or fill in the contact form below and we will be in touch.

If you're unhappy with us, it's often worthwhile discussing your concerns early on with us as we may be able to sort the issue out quickly.

Most problems can be dealt with at this stage, but in some cases you may feel more comfortable speaking to someone not directly involved in your care. Please also let us know in the below contact form.

Making a complaint

  • Complaints should normally be made within 12 months of an incident or of the matter coming to your attention.
  • This time limit can be extended provided you have good reasons for not making the complaint sooner and it's possible to complete a fair investigation.
  • This will be a decision taken by the complaints manager in discussion with you.
  • You can make a complaint verbally, in writing or by email. If you make your complaint verbally, a record of your complaint will be made, and you'll be provided with a written copy.
  • If you're complaining on behalf of someone else, include their written consent with your letter (if you're making your complaint in writing) as this will speed up the process.

But consent is not required if you're making a complaint in the name of:

  • a deceased person
  • someone who lacks the capacity to make their own decisions

What to expect

  • You should expect an acknowledgement and the offer of a discussion about the handling of your complaint within 3 working days of receiving your complaint.
  • If you accept, the discussion will cover the period within which a response to your complaint is likely to be sent.
  • There's no set timeframe, and this will depend on the nature of your complaint.
  • If, in the end, the response is delayed for any reason, you should be kept informed.
  • If you made a complaint but do not receive a response or decision for more than 28 days, you should be told the reason for the delay.
  • Once your complaint has been investigated, you'll receive a written response.
  • The response should set out the findings and, where appropriate, provide apologies and information about what's being done because of your complaint.

Not happy with the outcome?

If your problem persists or you're not happy with the way your complaint has been dealt with locally, you can then look towards the 

Dispute Resolution, Conflict Management & Mediation Services - CEDR


Health Choices Global is a global organization that operates under the name ORO, which serves as our brand specializing in mental health.

Correspondence Address: 2 Harley Street, London, W1G 9PA