Comments, concerns & complaints

We are committed to providing safe, high-quality care. If something has not gone as you expected, we want to hear about it. Your feedback helps us put things right and improve our service. Raising a concern will never affect the care you receive.

Raising a concern informally

Many concerns can be resolved quickly. In the first instance, please speak to the clinician involved in your care or contact us on 09114839336 or at info@jomjens.com. We will do our best to resolve things straight away.

Making a formal complaint

If you would prefer to make a formal complaint, please write to us at info@jomjens.com, or by post to JOMJENS Ltd, 1 Example Street, London, EC1A 1AA. Please include your name, contact details, what happened, and how you would like us to put things right.

What happens next

• We will acknowledge your complaint within 3 working days.
• We will look into it thoroughly and aim to send a full written response within 20 working days. If we need longer, we will keep you informed of progress.
• You can ask a family member, carer or advocate to support you through the process.

If you are not satisfied

If you are unhappy with our response, you can contact the Care Quality Commission (CQC), the independent regulator of health and social care in England. The CQC cannot investigate individual complaints, but your feedback helps them monitor the quality of care. You may also be able to refer your complaint to the relevant independent complaints body or ombudsman, depending on the nature of your care.

Urgent or safety concerns

If your concern relates to immediate risk or safety, please see our urgent helppage. In a medical emergency or if someone's life is at risk, call your local emergency number (999 in the UK, 911 in the US, 112 in Nigeria).

Contact

For any questions about making a complaint, contact us at info@jomjens.com or call 09114839336.