Feedback and Complaints

Making a Complaint

We welcome feedback and complaints as it helps identify the areas that we can improve. We would like to know about any complaints you may have as soon as possible.

You can contact us on 0844 3510200 or email us on

On Monday-Friday 9-5pm.

You can also write to us at Ebisu Health Limited, Kemp House, 160 City Road, London EC1V 2NX.

We will aim to respond to your complaint within the timeframes and using the procedures set out in our Complaint Policy. We will acknowledge receipt of your complaint within 3 working days of receiving it and aim to investigate and provide a final response within 30 working days from receiving it. If there are circumstances that are likely to delay this timescale, we will write to you and keep you informed of the progress of the investigation and of the expected time to complete the process.

A senior member of our team will be responsible for investigating your complaint and will also be your point of contact should you wish to speak to us during the process. They will investigate circumstances that led to the complaint, discuss with any members of the team that are involved and develop an action plan, if necessary, to ensure lessons have been learned and changes will be made. The senior team member will also provide you with a written apology, if appropriate.

If you remain dissatisfied with the complaint response you may also contact the Care Quality Commission (CQC) on;

Citygate, Newcastle upon Tyne, UK NE1 4PA

Of course, we would also love to hear your compliments too, and we would be grateful for any feedback or suggestions that may help improve our service.