Raising a Complaint or Compliment

We aim to ensure that all complaints are welcomed, recorded, investigated, and resolved in a way that is quick, fair, consistent, and transparent and that Fresenius Kabi/Calea learns from them to improve services and prevent recurrence. If required, we will provide a written response (usually within 30 working days) outlining findings, any apology, actions taken to resolve the issue, and learning to prevent recurrence.

How to Raise a Concern or Complaint 

Concerns and complaints can be made verbally or in writing and are recorded within 24 hours, acknowledged within three working days, and triaged to assess risk, safeguarding concerns, or potential patient safety incidents.

You can raise issues in the following ways:

Verbally:

Directly to any member of staff – For example, a Patient Care Co-ordinator, Advice Line Nurse, Manager or Clinical Nurse Advisor

By Telephone:

By writing to:

Quality Assurance and Compliance

Calea UK Ltd

Cestrian Court, Eastgate Way

Runcorn, Cheshire

WA7 1NT

or Via a representative/advocate (with appropriate consent/authority)

If you are unhappy with the complaint response, you can request a further review. A senior person from our Executive Leadership Team who has not been directly involved in the investigation will review the handling and outcome and respond within an agreed timeframe.

If after this further review you remain unhappy with the complaint response, you can contact the Parliamentary and Health Service Ombudsman on 0345 015 4033.

 

GB-NP-2600076 July 2026