Complaints policy

We want everyone using Genwell to feel listened to, respected, and cared for. If something hasn’t met your expectations, please tell us. Your feedback helps us improve and keeps patients safe.

We treat all complaints fairly and without discrimination. Making a complaint will not affect your care.

How to raise a concern

You can share feedback or raise a concern at any point during your care with us. If something hasn’t gone as expected, our priority is to listen, understand what happened, and support a fair resolution as quickly as possible.

You can contact us in whichever way feels easiest:

Head of Customer Service: Sabina Manolache
Email: support@genwell.co.uk
In-app chat : Start a conversation with your wellbeing coach or doctor and tell us about your concern

If we’re unable to resolve your concern informally (by the end of the next working day), we will guide you through the next steps and explain how to raise a formal complaint.

What you can do to help us

To investigate quickly, please include:

• Your name and date of birth
• The date of the consultation or issue
• What happened - in your own words
• What outcome you would like

What happens next

• We will acknowledge your message and, where possible, aim to resolve concerns at the earliest stage. An informal resolution means a concern or complaint that is successfully resolved by the end of the next working day
• All informal complaints will be recorded and reviewed in line with organisational procedures to support learning, patient safety and service improvement
• Where this is not possible, we will confirm we have received your complaint within 3 working days and tell you who is handling it
• We will then review and investigate your complaint. We will carefully review records, speak to the team involved and review your case at our monthly clinical service meeting. A senior clinician will review all medical concerns.
• We will provide updates every 10 working days to keep you informed about progress any next steps (this will include details of the date of the clinical service meeting at which your case will be reviewed)
• Once the investigation is complete, we will send you a written response.
• If helpful, we can also arrange a follow-up conversation to discuss any remaining concerns

If we identify a patient safety concern, we act immediately and prioritise your care.

If you are still unhappy

We hope to resolve concerns together. If the concern cannot be resolved, you have the right to request an independent review of your complaint. We will provide details of the external complaints resolution service and how to access it.

Managing persistent or unreasonable complaints

In rare situations where complaints become repeated, abusive, or unreasonable, we may manage communication through a single point of contact and set appropriate boundaries in line with our complaints policy.