Complaints & Feedback
At Voy, we put our patients at the heart of what we do. If we are not getting something right, please let us know, your feedback helps us improve our care and services.
How to Raise a Concern
We welcome feedback and concerns at any stage of your treatment with us. When concerns are raised, our priority is to understand what happened and resolve the issue as quickly as possible.
If we are unable to resolve your concerns informally, the team will explain the process for progressing your concerns to a Stage 1 formal complaint.
What Our Complaints Process Aims to Do
- Understand and acknowledge your concerns
- Allocate and carry out a fair investigation
- Identify root causes and take action where needed
- Respond clearly and promptly
- Share learnings internally for continuous improvement
What Happens Next
Once we receive your formal complaint (Stage 1), we aim to:
- Acknowledge it within 72 business hours and confirm the issues raised
- Investigate and respond within 20 working day
- Contact you if we need more information or additional time
- Provide a clear explanation of our findings, actions taken, and any improvements made
If your concern relates to patient safety or safeguarding, it is escalated immediately to our safeguarding lead for review and urgent action where necessary.
If You’re Not Happy With Our Response
If you are dissatisfied with your Stage 1 outcome, you may request an internal appeal (Stage 2) within 3 months.
Please outline why you remain unhappy. Your complaint will then be re-reviewed by a senior member of staff not involved in the original investigation.
If the matter cannot be resolved at Stage 2, we may refer it to MEDSU, an independent complaints resolution service, for impartial review and determination (Stage 3).