Policies
Complaints Policy
We are committed to offering our clients the best service and high-quality care. Feedback and complaints play a crucial role in helping us grow, learn and improve, and all complaints are handled promptly and confidentially. No client will be treated poorly or discriminated against for raising a concern.
How to make a complaint
- If you are unsatisfied with any aspect of your care or service, please let us know as soon as possible so we can address your concern promptly.
- You can complain in writing, verbally, or by email. We may ask to discuss your concern in person or by telephone at a time convenient to you.
- Our complaints manager oversees the complaints process; please direct complaints to them so we can respond quickly.
Our complaints process
- Written complaints are acknowledged within 3 working days.
- We carry out a fair investigation, which may involve the clinicians or staff who treated you.
- Once the investigation is complete you receive a full written response setting out our findings and any action taken.
- More serious concerns may take longer to investigate; if so, we will explain the reason and give you an expected completion date.
All complaint records are stored securely and treated as confidential, with access restricted to those directly involved in the investigation.