Complaints Procedure

Code of Practice for Client Complaints

In this clinic we take complaints very seriously indeed and try to ensure that all our clients are pleased with their experience of our service. When clients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.

1. Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make and we respond to customers concerns in a caring and sensitive way.
2. The person responsible for dealing with any complaint about the service which we provide Angela Taffinder, Director.
3. If a client complains on the telephone or in person, we will listen to their complaint and offer to refer him or her to the Director immediately. If the Director is not available at the time, then the client will be informed when they will be able to talk to the Director and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on to the Director. If we cannot arrange this within a reasonable period or if the client does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.
4. If the client complains in writing or by email, it will be passed on immediately to the Director, Angela Taffinder.
5. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the practitioner concerned, unless the client does not want this to happen.
6. We will acknowledge the clients complaint in writing and enclose a copy of this code of practice within three working days.
7. We will seek to investigate the complaint within ten working days of receipt to give an explanation of the circumstances which led to the complaint. If the client does not wish to meet us, then we will attempt to talk to them on the telephone. If we are unable to investigate the complaint within ten working days we will notify the client, giving reasons for the delay and a likely period within which the investigation will be completed.
8. We will confirm the decision about the complaint in writing immediately after completing our investigation.
9. Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.
10. If clients are not satisfied with the result of our procedure then a complaint may be made to: www.ombudsman.org.uk