Complaints procedure

Last updated: May 2026

Earan Ltd ("Earan") is committed to providing a high standard of care. If you are unhappy with any aspect of our service, we want to hear about it so we can put things right and improve.

1. How to make a complaint

You can make a complaint by:

  • Email: complaints@earan.co.uk
  • Phone: 07474 606175 (Monday to Friday, 9am – 5pm)
  • Post: Complaints Manager, Earan Ltd, 20 Yalden Gardens, Farnham, Surrey, GU10 1FJ, United Kingdom

Please include your name, contact details, booking reference (if applicable), and a clear description of your complaint. If someone is complaining on your behalf, we will need your written consent before we can discuss the matter with them.

2. What happens next

Step 1: Acknowledgement

We will acknowledge your complaint in writing within 20 working days of receiving it. Our acknowledgement will confirm who is handling your complaint and the expected timeline for our response.

Step 2: Investigation

Your complaint will be investigated by a senior member of staff who was not directly involved in the matter. We may contact you to discuss the complaint or request further information. We aim to complete our investigation within 20 working days of acknowledgement. If the investigation will take longer, we will write to you explaining the delay and providing a revised timeline.

Step 3: Response

We will send you a written response setting out:

  • A summary of the complaint
  • What we found during our investigation
  • Whether we uphold the complaint, and why
  • Any actions we will take to resolve the matter
  • Any steps we will take to prevent similar issues in the future

3. If you are not satisfied

If you are not satisfied with our response, you may escalate your complaint to:

Health and Care Professions Council (HCPC)

If your complaint relates to the professional conduct of one of our audiologists, you may raise a concern with the HCPC:

Information Commissioner's Office (ICO)

If your complaint relates to how we have handled your personal data:

4. Learning from complaints

All complaints are recorded and reviewed regularly by management. We use complaints as an opportunity to improve our services and prevent recurrence. Complaint records are retained in accordance with our privacy policy.

5. Support

We understand that making a complaint can be stressful. If you need help putting your complaint in writing, or if you would prefer to discuss it over the phone, please call us on 07474 606175 and we will do our best to assist you.