Complaints Policy & Resolution Protocol

PrivateADHD.com

At PrivateADHD.com, we are committed to providing high-quality care and service. If a service user is dissatisfied, we actively welcome the opportunity to listen, respond, and resolve concerns or complaints efficiently and respectfully.

Purpose & Objectives

This protocol ensures:

• All complaints are handled fairly and promptly.
• Service users are informed of the investigation outcome.
• Concerns do not impact future care.
• Feedback is used to improve our services.

Policy Statement

Everyone engaging with PrivateADHD.com has the right to expect a professional, supportive, and respectful service. Should concerns arise, we will:

• Handle complaints with professionalism and care.
• Use feedback to improve the quality of care.
• Treat all complainants with dignity and without prejudice.

Our Aims & Objectives

We aim to:

• Provide services tailored to individual needs.
• Welcome feedback as an opportunity for growth.
• Ensure transparency and promote a learning culture.
• Promote a fair and timely complaints resolution process.

Our Complaints Principles

• Complaints, compliments, and suggestions are encouraged.
• Complaints are handled confidentially and with sensitivity.
• Anonymous complaints may be accepted.
• No service user will suffer negative consequences from making a complaint.

Procedures

Timeframe for Making a Complaint

Complaints should be made:

• Within 12 months of the event, or
• Within 12 months of realising there is cause for concern.

We may still investigate older complaints if there’s a valid reason for the delay.

Submitting a Complaint

• Complaints can be submitted using our formal complaint form.
• Request the form by contacting: info@PrivateADHD.com

Acknowledgment

Within 5 working days, we will:

• Acknowledge the complaint (in writing or verbally).
• Outline how it will be handled.
• Provide a proposed timeline for investigation and response.
• Develop a complaint action plan, if needed.

Complaints Action Plan

• Complainants will be notified of an expected response time.
• A clear plan increases the chance of a satisfactory resolution.
• For complex cases, we will provide regular progress updates.

Investigation and Resolution

• Complaints will usually be resolved within 28 working days.
• If more time is required, regular updates will be provided.
• Outcomes will include:
  • An explanation of findings
  • Any actions taken

Staff Involvement

• All staff are trained to handle complaints appropriately.
• Where possible, issues should be resolved at the point of service.
• Staff involved in complaints are supported and treated fairly.

Escalation of Unresolved Complaints

• Unresolved complaints will be escalated internally.
• A senior team member will coordinate the formal resolution process.

Confidentiality & Record-Keeping

• Complaints are documented in a secure and confidential register.
• Access is restricted to those managing the complaint.
• Case studies may be anonymised for training or internal review.

Monitoring and Evaluation

• We regularly review how complaints are managed.
• Outcomes and feedback are discussed in staff meetings.
• Annual audits ensure our process aligns with best practices.