It is our aim to always have satisfied clients, to meet your expectations of care and service and to resolve any complaints as efficiently, effectively and politely as possible. We take complaints very seriously; we investigate them in a full and fair way and take great care to protect your confidentiality. We learn from complaints to improve our care and service. We will never discriminate against clients who have made a complaint.

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If you are not entirely satisfied with any aspect of our care or service please let us know as soon as possible to allow us to address your concerns promptly.

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Upon receipt of your complaint, we will assign you a Complaints Manager and they will be your personal contact to assist you with any complaints. If your verbal complaint is not resolved to your satisfaction within 48 hours or if you complain in writing, the Complaints Manager will acknowledge it in writing within 3 working days and will aim to provide a full response in writing as soon as practical.

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If the Complaints Manager is unavailable, we will take brief details about the complaint and will arrange for a meeting when the person is next available. We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible only by those who need to know about your complaint.

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If the complaint investigation takes longer than anticipated the Complaints Manager will keep you informed of the reason for the delay, the progress of the investigation and the proposed date it will be completed.

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When the investigation has been completed, you will be informed of its outcome in writing and invited to a meeting to discuss the results and any practical solutions that we can offer to you.

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If and when our in-house complaints procedures have not resolved the matter, or are felt to be inappropriate to the client’s needs or to the situation, patients are informed of any appropriate authorities to which they can take their complaint to further investigation if appropriate.

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We regularly analyse client complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions and complaints.

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