Complaints Procedure

Complaints Handling Policy

We are committed to providing a high-quality service to all our patients and clients and when something goes wrong, we want to know about it and we would be grateful if you would tell us to help us to improve our standards.

We greatly value our relationship with you and we endeavour to address any complaint to your satisfaction.

If you have a complaint please contact us with the details and we will address it in the way set out below. The reason we have this procedure is so that you know how and when we will respond to you.

If you would like to speak to someone about a complaint, please call us and you will be passed to the most appropriate member of our team for an initial discussion. If for any reason, the most appropriate member of our team is not available, please leave a message and we will call you back as soon as we can but certainly within two working days. We may ask you to put your complaint in writing to us as this can often make it easier to address with another member of the team, as the letter can be passed to them to give context and detail.

If you write (by email or letter), please include:

Upon receiving this we will acknowledge receipt as soon as we can but certainly within three working days, enclosing a copy of this procedure.

We will then investigate your complaint which will normally involve the following:

We may invite you to come and discuss the issue. Our aim being to: - Resolve all complaints in a fashion that is amicable and to the satisfaction of all. - Learn from the process. - Retain our relationship with you.

If you complain in writing, you will receive:

If, for any reason, we aren't able to meet these timescales, we will keep you informed of our progress.

We accept that not all complaints result in a satisfactory conclusion and if we are unable to achieve this we may: