Compliant Procedures
We are always very sorry if our services do not meet your expectations, but hearing your feedback, even when it is negative, is very important to us. We use this to learn, improve, and develop so we can always provide the highest standard of care.
Submitting a Complaint
We receive complaints via telephone or email. They may come directly from you or someone acting on your behalf (requires consent). If needed, we can send a letter for you to sign before we proceed.
If you receive our response and feel we have not addressed your concerns satisfactorily, please contact us first to see if there is anything more we can do to help.
Process & Timelines
All complaints are acknowledged within 3 working days. We aim to investigative and respond to written complaints within 30 working days. If a delay is expected due to complexity, we will notify you immediately.
Fast Resolution
Simpler concerns can be resolved in 5 working days with a call from the Head of Service. We also offer face-to-face or virtual resolution meetings via Teams or Zoom for more direct discussions.