Complaint Policy and Procedures
Health Care Revival Solutions
tom@healthcarerevivalsolutions.co.uk |
Version 1.0 | June 2026
Monitoring
Health Care Revival Solutions is committed to continuous improvement in the quality of our
training and services. We actively monitor complaints to identify patterns and take action to
prevent issues from recurring.
Our Service Standards for Complaints are:
We will make it easy and straightforward for you to make a complaint
We will acknowledge your complaint promptly and keep you informed throughout the
process
We will provide a full and clear explanation of the outcome of your complaint
We will tell you if changes have been made to our services as a result of your complaint
We will review this Complaints Policy at regular intervals, at least annually
Responsibilities
The Managing Director, Tom McCullough, holds overall responsibility for complaints handling at
Health Care Revival Solutions. All members of the team who interact with learners and client
organisations are responsible for upholding our commitment to excellent customer care and for
ensuring that any complaints are escalated promptly and handled in accordance with this policy.
Communication
www.healthcarerevivalsolutions.co.uk 0191 666 0005
Our Complaints Policy is available on our website at www.healthcarerevivalsolutions.co.uk. A
hard copy is available on request by contacting us directly. All staff involved in training delivery are
made aware of this policy and their responsibilities under it, to ensure that complaints are
handled consistently and professionally.
Equality and Diversity
All learners and clients have the right to express dissatisfaction with the services they receive
from Health Care Revival Solutions. Anyone using this complaints procedure can expect to be
treated fairly, respectfully, and without discrimination, regardless of age, disability, gender, race,
religion, sexual orientation, or any other protected characteristic. Health Care Revival Solutions
operates an Equality and Diversity Policy that applies to all aspects of our work.
Procedure
If you are unhappy with any aspect of the service provided by Health Care Revival Solutions —
whether it is the training content, delivery, assessment, certification, or the conduct of a member
of our team — we promise to take your complaint seriously, treat it with complete confidentiality,
and resolve it as quickly as possible.
We welcome complaints and feedback because they help us to improve the experience we
provide for all learners and organisations we work with.
How to make a complaint:
Where possible, please raise your concern as soon as it occurs, as this gives us the best
opportunity to resolve it quickly. You should make your complaint within 3 months of the event
or issue occurring.
You can register a formal complaint at any time by:
Email: tom@healthcarerevivalsolutions.co.uk
Telephone:
Website:
When making your complaint, please provide as much detail as possible, including the date(s) of
the training, the names of those involved, and a clear description of your concern and the
outcome you are seeking.
Appeals: If you are not satisfied with the outcome of your complaint, you may appeal the
decision in writing within 14 days of receiving our final response. Your appeal will be reviewed by
a senior member of the team and a final decision will be provided within 21 working days.
Contact Details
Tom McCullough,
Managing Director
Health Care Revival Solutions
Email: tom@healthcarerevivalsolutions.co.uk
Tel: 0191 666 0005
Website: www.healthcarerevivalsolutions.co.uk
Response Timescales
Stage Timescale
Acknowledgement of complaint Within 3 working days of receipt
First substantive response Within 1 week of receipt
Full investigation and final response Within 4 weeks of receipt
Appeal outcome Within 21 working days of appeal submission
