Introduction
At ADHD Access, we are committed to delivering safe, effective, and accessible care to individuals seeking ADHD assessment, treatment, and ongoing support. We value all feedback and recognise that complaints can offer vital learning opportunities. This policy sets out how we manage complaints in a transparent, fair, and timely manner, with a focus on resolution and continuous improvement.
1. Handling of Complaints
1.1 Initial Response
We encourage anyone who is dissatisfied with any aspect of our service to raise concerns as early as possible. Verbal complaints will be documented by the receiving team member and forwarded to the Head of Administration. Written complaints should be sent directly to the Complaints Lead. Concerns relating to clinical care will be escalated to the Clinical Director without delay.
1.2 Acknowledgement and Investigation
All complaints will be acknowledged in writing within five working days, accompanied by a copy of this policy. We aim to investigate and respond within 28 calendar days. If more time is required, the complainant will be informed of the revised timeframe and reason for the delay.
2. Resolution Process
Step 1 – Internal Review
The Registered Manager will oversee the investigation, working with relevant staff as needed. A written response will be provided, outlining:
- A summary of the investigation
- Whether the complaint was upheld
- The rationale behind the decision
- Any actions taken or improvements made
Step 2 – Escalation
If the matter remains unresolved, the complaint will be escalated to a Director at ADHD Access for further review. Input will be sought from all relevant parties to ensure fairness.
Step 3 – Independent Review
Where internal resolution is not possible, we will refer the complainant to an appropriate external body such as the Centre for Effective Dispute Resolution (CEDR) or the Independent Sector Complaints Adjudication Service (ISCAS), which offer independent mediation and adjudication.
3. External Resolution Options
As a CQC-registered provider, ADHD Access supports independent review mechanisms. CEDR and ISCAS are independent services that provide a structured resolution process for clients who remain dissatisfied after internal procedures have been exhausted.
4. Contact Information
To submit a complaint or request further information, please contact:
