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Complaints Policy

Complaints Policy Everyone has the right to expect a positive experience and good treatment outcome. In the event of concern or complaint, patients have a right to be listened to and to be treated with respect. Service providers should manage complaints professionally, so customers concerns are dealt with appropriately.

Good complaint handling matters because it is an important way of ensuring customers receive the service they are entitled to expect. Complaints are a valuable source of feedback as they provide an audit trail and can be early warnings of failures in service delivery when handled well.

Aims and Objectives
We aim to provide a service that meets the needs of our patients and we strive for a high standard of care.

We welcome suggestions from patients and from our clinicians and staff about the safety and quality of service, treatments and care we provide.

We are committed to an effective and fair complaint system.

We support the culture of openness and willingness to learn from incidents, including complaints.

Promoting feedback
Information is provided about the complaints policy and external complaints bodies that patients can go to with a complaint, such as save face ltd.

Complaints can be carried out in a variety of ways including

  • Through our patient feedback forms.
  • Through direct communication with the clinic.
  • Through discreetly located suggestion boxes.
  • By telephone or text telephone text or e-mail.


Clinician and staff training
All clinicians and staff have been appropriately trained to manage complaints competently.

Regular reviews are conducted by Saskia Dixon to ensure the understanding of complaints procedure among clinicians and staff.

Complaints policy
Patients are encouraged to provide feedback, suggestions, compliments, concerns and complaints in a range of ways.

Patients are encouraged to discuss any concerns about treatment and service with the treating clinician,this is actively sought at either the next appointment or review appointment. Or they can complete a customer feedback form.

Clinicians and staff can also use the feedback form to record any concerns and complaints about the quality of service or care to customers though we have team meetings to openly discuss matters. All complainants are treated with respect, sensitivity and confidentiality.

All complaints are handled without prejudice or assumptions about how minor or serious they are. The emphasis is on resolving the problem.

Patients and staff can make a complaint on a confidential basis or anonymously if they wish and be assured that their identity will be protected.

Clinicians and staff are expected to attempt resolution of complaints and concerns at points of service, wherever possible are within the scope of their role and responsibility.

Patients, clinicians and staff will not be discriminated against or suffer any unjust adverse consequences as a result of making a complaint about standards of care and service.

Any concerns raised remotely, via telephone, e-mail or text must be acknowledged promptlyand where possible a face to face appointment booked in ASAP in order to discuss in detail with accompanying assessment and review for medical records.

The process of resolving the problem will include;

  • An expression of regret to the patient for any harm or distress suffered.
  • An explanation or information about what is known without speculating or blaming others.
  • Consideration of the proposed problem and the outcome to the patient, actively seeking and proposing a solution, and confirming that the patient is satisfied with the proposed solution.
  • Clinicians and staff will consult their manager if addressing the problem is beyond their responsibilities.


Saskia Dixon is responsible for;

  • Coordinating investigation and review of formal complaints, conducting risk assessments, liaising with complainants maintaining a register of complaints and other feedback.
  • Ensuring there is meaningful reporting on trends in complaints.
  • Ensuring compliance and review of complaints management policy notifications to insurers and consultation with professional registration bodies and others where necessary.



Formal complaints in writing will be acknowledged in writing or in person within 48 hours of receipt.

The acknowledgement provides contact details for the person who is handling the complaint, how the complaint will be dealt with and how long is it is expected to take.

If a complaint raises issues that require notification or consultation with an external body, the notification or consultation will occur within Seven days of those issues being identified when possible.

Formal complaints are investigated and shouldwhen possible be resolved within 35 days.

If the complaint is not resolved within 20 days the complainant, clinicians and staff who are directly involved with the complaint will provide with an update.