At Curelo Care, we want every patient to feel heard, respected, and well looked after. If something about your care, treatment, or experience hasn’t met that standard, we want to know. Your feedback is how we learn, and how we keep improving the service we provide.
A complaint is any concern or dissatisfaction relating to:
– The care or treatment you received
– The way we communicated with you
– The conduct of a member of our team
– Any other aspect of your experience with us
– A patient using our service
– A family member, carer, or friend acting with your consent
– An advocate or representative acting on your behalf
You can reach us in any of the following ways:
Complete our complaints form
info@curelocare.com
4 Mill Court, Spindle Way,
Crawley, RH10 1TT
We ask that concerns are raised within 12 months of the issue arising, where possible.
We will acknowledge your complaint within 5 working days.
We will carry out a careful and thorough investigation.
You will receive a full written response within 30 working days. If we need longer, we will keep you updated and explain why.
Our response will set out what we found, the action we have taken, and the options open to you if you remain dissatisfied. We will handle every concern fairly, with care, and in confidence.
Where a complaint raises serious matters — such as safeguarding, abuse, or potential negligence — we will act immediately and involve the appropriate authorities where required. We will always meet our duty of candour obligations to be open and honest with you.
If you remain unhappy after our response, you can raise your concern with an independent regulator:
For concerns about our service (other than the dispensing of medicines).
For concerns about pharmacists, or the dispensing and supply of medication from our registered pharmacy.
We will always:
– Take your concerns seriously
– Keep you informed at every stage
– Make sure you are never disadvantaged or treated unfairly for raising a complaint
– Use what we learn to improve our service for every patient
