We Value Your Feedback
At Your Heart Scan, we’re committed to delivering safe, professional, and compassionate care. If something hasn’t met your expectations — whether it’s about our service, your experience, or a member of our team — we want to hear from you. Your feedback helps us improve.
How to Make a Complaint
If you’d like to make a complaint, here’s how the process works:
1. Start by Letting Us Know
You can raise concerns directly with any member of staff either verbally or in writing. In many cases, issues can be resolved quickly and informally on the spot.
2. Submitting a Formal Complaint
If you’d prefer to make a formal complaint — or if your concern hasn’t been resolved informally — you can send it in writing via email or post. Please include as much detail as possible so we can fully understand and investigate the issue.
- Complaints Lead: Claire Nieuwoudt
- If your complaint involves Claire, please contact our Nominated Individual:
Abby Litting
If you’re unable to send your complaint in writing, we’ll be happy to help record it for you.
Email: hello@yourheartscan.co.uk
Post: Your Heart Scan @ Branston Golf and Country Club, Burton Road, Branston,
Burton-on-Trent, Staffordshire, DE14 3DP
Please note: Comments made on social media aren’t treated as formal complaints
unless submitted through one of the above routes.
3. What Happens Next
- We’ll acknowledge your complaint within 3 working days.
- A full investigation will be carried out and you’ll receive a detailed response within 20 working days, wherever possible.
- We’ll keep you informed throughout the process and let you know if we need more time.
4. Still Not Satisfied?
If you’re unhappy with the outcome, you can request an internal review. If you’re still not
satisfied after that, you can contact an independent body:
Centre for Effective Dispute Resolution (CEDR)
020 7536 6000 info@cedr.com www.cedr.com
Want to Leave Positive Feedback Instead?
We also welcome compliments! If you’ve had a great experience, we’d love to hear about it so we can share it with the team.