Complaints Policy

4.1 Purpose

We aim to provide a safe, respectful and professional service. If you are unhappy with any part of our service, you can raise a complaint so that it can be reviewed and responded to appropriately.

4.2 What this policy covers

This policy covers complaints about:

• communication delays;
• administration or booking issues;
• payment or refund handling;
• accessibility concerns;
• staff conduct;
• clinical service concerns;
• report issues;
• support services;
• any other concern about our service.

If you disagree with a diagnostic conclusion or assessment outcome, this may also be considered under our Clinical Outcome Review and Appeal Procedure.

4.3 How to complain

Complaints can be submitted in writing to:

Email: [email protected]

Please include your name; the client’s name, if different; the service involved; what happened; when it happened; what outcome you are seeking; and any relevant documents or evidence.

If you need help making a complaint because of accessibility, communication or other needs, please contact us and we will try to make reasonable adjustments.

4.4 Acknowledgement

We will acknowledge your complaint as soon as reasonably possible, usually within 5 working days.

We may ask for further information so that we can understand and investigate the complaint properly.

4.5 Investigation

We will appoint an appropriate person to review the complaint. Depending on the issue, this may include reviewing records, communications, booking information, payment history, clinical records, report history, staff accounts and relevant policies.

Where a complaint involves clinical issues, it may be reviewed by an appropriate clinical lead or clinician who was not directly responsible for the issue where possible.

4.6 Communication holds

Where appropriate, we may place a temporary communication, discharge, support-email or automation hold on your case while a complaint is investigated. This is to avoid inappropriate automated communications and to ensure the matter is handled carefully.

4.7 Response times

We aim to provide a written response within 20 working days where possible.

Some complaints, especially those involving clinical review, third-party information, safeguarding, finance provider involvement or complex records, may take longer. If we need more time, we will let you know.

Where a complaint involves a payment dispute, Humm finance, Section 75 claim or Financial Ombudsman Service issue, we may need to follow applicable finance-provider or regulatory timescales. In such cases, a final response may be required within a longer timeframe, such as up to 8 weeks.

4.8 Outcome

Our response may include:

• an explanation of what happened;
• whether the complaint is upheld, partly upheld or not upheld;
• any apology where appropriate;
• any corrective action;
• any service improvement or learning;
• whether any refund, credit, rebooking or other remedy is offered;
• information about next steps.

4.9 Humm, payment disputes and Section 75 claims

If your complaint or dispute relates to a Humm-funded booking, card dispute, chargeback, Section 75 claim or Financial Ombudsman Service matter, we may need to cooperate with Humm, your payment provider, a bank, card issuer or relevant dispute body.

We may provide relevant evidence of the service provided, including booking records, attendance records, consent records, communications and non-clinical service evidence. Clinical or special category health information will only be shared where lawful, necessary, proportionate and appropriately protected.

4.10 Confidentiality

Complaints will be handled confidentially and shared only with those who need to know in order to investigate, respond, obtain advice, meet legal or professional obligations, or implement learning.

4.11 Learning from complaints

We may record complaint themes, outcomes and actions for quality improvement, staff training, clinical governance and service development.

4.12 External routes

Depending on the nature of the complaint, you may have the right to raise concerns with an external professional, regulatory, finance or data protection body.

For data protection concerns, you may contact the Information Commissioner’s Office.

For Humm finance complaints, you may need to contact Humm directly or follow Humm’s complaints process.

For urgent safeguarding or safety concerns, you should contact the appropriate emergency, safeguarding or statutory service.