Complaints Procedure

Our commitment

We are committed to providing a high standard of care and service. If something has not met your expectations, we want to hear about it so we can put it right and improve.

How to raise a complaint

In the first instance, please contact us directly so we can try to resolve the matter promptly:

• Email: info@medaesa.com
• Phone: 07729 113515
• Write to: Marcean Ltd, 86–90 Paul Street, London, EC2A 4NE

Please include your name, contact details, and a clear description of your concern. We aim to acknowledge your complaint within 2 working days and provide a full response within 20 working days.

Escalation

If you are not satisfied with our response, you may escalate your complaint to the following bodies:

Care Quality Commission (CQC)

As a CQC-registered provider, our clinical services are regulated by the Care Quality Commission. You can share your experience or raise a concern at: cqc.org.uk/give-feedback-on-care

Local Government and Social Care Ombudsman (LGSCO)

If you remain dissatisfied after our final response, you may refer your complaint to the Local Government and Social Care Ombudsman, which investigates complaints about care providers. You can contact them at: lgo.org.uk

Information Commissioner's Office (ICO)

For concerns about how we handle your personal data, you can contact the ICO at: ico.org.uk/make-a-complaint