Feedback & Complaints
We very much appreciate your feedback. As a result of your input, we are always trying to make improvements to our service. If you are dissatisfied in any way with your experience at Eden New life, we welcome your comments and we will address them in a prompt, honest and thorough manner.
How do I give feedback or make an informal complaint?
If you have any feedback, minor criticism, misgiving or concern, please let us know as it happens and we will attempt to resolve it immediately to your satisfaction. You can email us at help@edennew.life, call us on 0131 381 7303 or WhatsApp (message) us on 07479 022482.
How do I make a formal complaint?
If the above does not resolve your concern, you can submit a formal complaint to us by completing the following form.
You will receive a written acknowledgement within 2 working days of receipt of your complaint. You will receive a full written response from the Client Care team within 25 working days of receipt of the complaint. Where the investigation is still in progress after 25 working days, we will email you explaining the reason for the delay to you and a full response will be sent within 5 working days of a conclusion being reached.
What if I’m not happy with the response and/or do not want to speak to Eden New Life about my complaint?
Healthcare Improvement Scotland is the regulator for independent healthcare services across Scotland and can accept complaints at any time from a complainant.
Contact details are:
Healthcare Improvement Scotland
Independent Healthcare Team
Gyle Square, 1 South Gyle Crescent, Edinburgh, EH12 9EB