Last updated: September 2026
1. Our commitment
Ridgewoodmed takes every complaint seriously. We will treat you fairly and courteously, investigate thoroughly, keep you informed and, where we have got something wrong, put it right. Making a complaint will never affect the service you receive from us.
2. How to make a complaint
Please raise your concern with the member of our team you have been dealing with in the first instance — most issues can be resolved quickly this way. If you would rather put it in writing, or the matter is not resolved to your satisfaction, contact us:
- By email: info@ridgewoodmed.com (please include "Complaint" in the subject line)
To help us investigate, please tell us your name and contact details, the property or service concerned, what has happened and what you would like us to do to resolve it.
3. Stage one — investigation
- We will acknowledge your complaint in writing within three working days of receiving it, confirming who is dealing with it.
- A senior member of the team who has not been directly involved will investigate, reviewing our files and speaking to the relevant colleagues.
- We will send you a written response within fifteen working days of acknowledgement, setting out our findings and any action we propose to take. If we need more time, we will tell you why and when you can expect a response.
4. Stage two — review
If you are not satisfied with our stage one response, please tell us within twenty-eight days. Your complaint will be reviewed by a director or the most senior person in the business who has not previously been involved. You will receive our final viewpoint letter within fifteen working days of your request for a review.
5. Stage three — independent redress
If you remain dissatisfied after our final viewpoint letter, or if more than eight weeks have passed since you first complained and the matter is not resolved, you may refer your complaint free of charge to the independent, government-approved redress scheme of which we are a member. Referrals must normally be made within twelve months of our final viewpoint letter. The scheme's details are provided with our final viewpoint letter, are displayed at our offices and are available on request.
6. Complaints about how we handle personal data
If your complaint concerns the way we have used your personal information, you may also contact the Information Commissioner's Office at ico.org.uk or on 0303 123 1113. Our Privacy Policy explains your rights.
7. Learning from complaints
We record every complaint and review them regularly so that we can improve our service. Records are kept in accordance with our Privacy Policy.
8. Contact
Ridgewoodmed. Email: info@ridgewoodmed.com.