Concerns, Complaints, Compliments and Comments

Our aim is to always ensure that all aspects of our products and services meet your expectations.

We comply with the Company’s standard operating procedure for Complaints Management and our Nursing team meets the requirements of the Care Quality Commission.

If you are not happy with actions taken, we can investigate this in a formal complaint so that we can try to put things right and make improvements.

You may also have some positive experiences or general comments about our products and services we’d like to hear from you and for you to share these experiences with us.

What you need to do?

Step 1

The best way to deal with a concern, complaint, or to provide patient feedback and compliments is to talk to your local representative or your dedicated Homecare / Customer services advisor from Fresenius Kabi. They will work with you to solve the problems or log your feedback so you feel happier with the products or service you receive.  

Step 2

If you are not satisfied with the response you receive or if you prefer, you can raise your complaint via our complaints team. They will log you complaint and pass it onto the appropriate department for a full investigation. We will keep you informed at all times during the investigation into your complaint, so that you are reassured with the way it is being dealt with.

Please write or email directly to our complaints team:

Fresenius Kabi and Calea will endeavour to complete a full investigation within 15 days from the start date of submission depending on the classification of the complaint; you will be advised upon timelines on receipt of receiving the complaint. 

What to do if you want to make a complaint to an Independent Body?

If you still feel after following these steps that your complaint hasn’t been handled properly, there are independent bodies that you can contact:

If you want to make a formal complaint regarding our Nursing services please contact the Care Quality Commission on 03000 616161.

If you want to make a formal complaint regarding our Pharmacy services you can contact the General Pharmaceutical Council on 0203 713 8000.