Complaints

Step 1: Reporting a Complaint

If you have a concern regarding an incident, staff member, or any aspect of our services or facilities, please report it promptly. You can submit a complaint by emailing us at info@penultimatesteprehab.com with the following details:

• Your full name and contact information
• The name(s) of any individual(s) involved (if applicable)
• A detailed description of the issue or incident
• The date, time, and location of the occurrence

Providing as much detail as possible will help us investigate and resolve your concern efficiently.

Step 2: Acknowledgement of Complaint

We will acknowledge receipt of your complaint within 24 hours and provide an overview of the next steps in our investigation process.

Step 3: Initial Review

Our team will conduct a preliminary review to assess the validity and seriousness of the complaint. This may involve:

• Reviewing relevant records or video footage (if applicable)
• Speaking with witnesses
• Consulting with the parties involved

If additional information is required, we may contact you for further details.

Step 4: Formal Investigation

If the initial review determines that further investigation is needed:

• A designated investigator will be assigned to handle the case.
• The investigator will conduct detailed interviews with all relevant parties.
• All evidence, records, and witness statements will be thoroughly examined.

Step 5: Resolution & Outcome

Once the investigation is complete, the investigator will compile a report with findings and recommended actions. Possible outcomes may include:

• Mediation between the parties involved
• Corrective action or policy updates to prevent future issues
• Disciplinary action (if applicable)

We will communicate the resolution within 10 business days of completing the investigation. If more time is required, we will keep you updated on the status of your complaint.

Step 6: Appeal Process

If you are not satisfied with the resolution, you may file an appeal. To do so, email info@penultimatesteprehab.com within 5 business days of receiving the resolution. Your appeal should include:

• Your original complaint reference number
• The reasons for your dissatisfaction
• Any additional supporting evidence

A senior member of our team (who was not involved in the original investigation) will review the appeal. A final decision will be provided within 10 business days.

Confidentiality & Protection Against Retaliation

• Confidentiality: All complaints are handled with the utmost discretion. Information will only be shared with individuals directly involved in the investigation and resolution.
• No Retaliation: We strictly prohibit retaliation against anyone who files a complaint in good faith. If you believe you have been subject to retaliation, report it immediately to info@penultimatesteprehab.com.

Contact Information

For any questions or further assistance regarding our complaints procedure, contact us:

• Business Name: Penultimate Step Rehab
• Address: 23918 233rd Way SE, Maple Valley, WA 98038
• Email: info@penultimatesteprehab.com
• Phone: 253-409-8004
• Website: penultimatesteprehab.com