Our Commitment

At Anvi Health, we believe in care without judgment and transparency without barriers. We always strive to deliver high-quality, safe, and personalised services that meet your individual health needs. If something hasn’t gone as expected, we genuinely want to hear from you. Complaints, concerns, and compliments are invaluable feedback — they help us learn, improve, and strengthen trust with our patients.

1. How to Raise a Concern

We encourage open, early discussion wherever possible. Most issues can be resolved informally through a conversation with one of our team members. If your concern cannot be resolved this way, or if you prefer to make a formal complaint, please contact us directly.

Email: support@anvihealth.co.uk
Please include “Formal Complaint” in the subject line so that your message is identified and triaged appropriately.

2. Information to Include

To help us investigate your complaint thoroughly and respond promptly, please provide as much detail as possible:

• Your full name, email address, and postcode
  Your order or patient reference number (if applicable)
• A clear description of the issue — what happened, when, and who was involved
  Any supporting information, such as screenshots, correspondence, or photos (for delivery or medication concerns)
• What outcome you would ideally like to see

3. How We Handle Complaints

Once received, your complaint will enter our internal process designed to ensure fairness, transparency, and learning:

1. Acknowledgement – We will acknowledge receipt within 72 business hours, confirming who will manage your complaint and outlining next steps.
2. Allocation for Investigation – Your complaint will be assigned to the most appropriate person (e.g., Clinical Governance Lead, Prescriber, or Admin Manager).
3. Investigation – We will review the facts, records, and discussions to understand what happened and why.
4. Resolution & Response – A written response will be provided within 20 working days. If we need more time, we will let you know and explain why.
5. Action & Learning – We identify improvements, implement corrective actions, and share lessons with our wider team to prevent recurrence.

Where a complaint involves patient safety, safeguarding, or prescribing, it will be escalated immediately to our Clinical Governance Lead and Medical Director for review.

4. Stages of the Complaint Process

Stage 1 – Initial Investigation
Your complaint is reviewed by the relevant Anvi Health manager or clinician. You will receive a written response outlining our findings, actions taken, and any learning identified.

Stage 2 – Internal Review (Appeal)
If you remain dissatisfied with our Stage 1 response, you can request an internal review by emailing support@anvihealth.co.uk within 3 months of receiving your outcome. Your complaint will then be reviewed by a senior clinician or governance lead who was not involved in the original investigation.

Stage 3 – Independent External Review
If the issue cannot be resolved internally, Anvi Health may refer the matter to MEDSU, an impartial healthcare complaints resolution service, for independent review and determination.

5. Our Principles

• Respect and Dignity: All complaints are handled with professionalism, empathy, and confidentiality.
• No Retaliation: Raising a concern will never affect your access to care or how you are treated.
• Confidentiality: All personal information is kept secure and only shared on a need-to-know basis.
• Learning Culture: We treat every complaint as an opportunity to strengthen quality and safety.
• Safeguarding: Any complaint suggesting risk of harm, neglect, or abuse will be escalated immediately in line with our safeguarding policy.

6. Timescales at a Glance

7. Continuous Improvement

Every quarter, anonymised complaint data is reviewed by the Clinical Governance Committee to identify themes, monitor trends, and ensure accountability. Where systemic issues are identified, corrective actions and training are implemented promptly.

8. Contact Details

Email: admin@anvihealth.com
Address: Anvi Health Ltd
Safeguarding Lead: Dr Priyanka Vaidya –

Our Promise

We will always handle your concerns fairly, respectfully, and without judgment. Our goal is to resolve issues quickly, restore confidence, and use your feedback to make Anvi Health stronger for every patient we serve.