UNMASKING MINDS ADHD CLINIC

Client Complaints Policy

1. Purpose

This policy explains how complaints about our service are raised, managed, and used to improve practice.

An effective complaints process helps individuals feel confident that their concerns will be listened to, taken seriously, and responded to fairly. It also enables the clinic to identify issues, learn from feedback, and continuously improve service quality.

This policy applies to all aspects of service delivery.

2. Who Can Make a Complaint

A complaint may be made by:

A current service user

A former service user

A representative acting on someone’s behalf, where appropriate and with consent

Complaints may be made:

Verbally, including by telephone

In writing, including email or letter

3. Support to Make a Complaint

We recognise that raising a complaint can feel difficult.

We will:

Explain the complaints process clearly

Use plain and accessible language

Provide reasonable adjustments where required

Accept complaints in accessible formats

Support individuals with communication needs, disability, distress, or neurodivergence

We aim to ensure the process is inclusive and free from barriers.

4. Where to Send Complaints

All complaints should be directed to:

Kathryn Wheatman
Director
Email: [email protected]

Telephone: 07894 046810

Complaints may also be submitted through written correspondence.

5. Managing Complaints

Complaints Pipeline

All complaints are managed through a structured process to ensure transparency and consistency.

The stages are:

Complaint received

Complaint acknowledged

Investigation underway

Response provided

Outcome agreed or escalated

Complaint closed and reviewed

The complainant will be informed of their stage in the process and kept updated throughout.

Timescales

All complaints will be acknowledged within three working days

A full written response will normally be provided within twenty working days

If additional time is required due to complexity or external consultation, the complainant will be informed and updated regularly.

Communication of Outcome

The final response will include:

A summary of the concerns raised

Findings of the investigation

Actions taken or planned

An apology where appropriate

Information about escalation options

Responses will be clear, respectful, and proportionate.

6. If Someone Is Unhappy With the Outcome

If a complainant is dissatisfied with the response, they will be informed of how to escalate their concerns.

Where appropriate, individuals may be signposted to external or independent bodies, including:

Care Quality Commission
https://www.cqc.org.uk

We will cooperate fully with any independent review or investigation.

7. Special Circumstances

Complaints About the Registered Manager

As the Registered Manager is the only manager within the service, additional safeguards apply.

If a complaint is made about the Registered Manager:

A review meeting will be arranged with senior or independent professionals

External guidance may be sought where appropriate

The matter may be referred to the Care Quality Commission if necessary

All actions and decisions will be clearly documented

This ensures fairness, transparency, and objectivity.

8. Learning From Complaints

All complaints are:

Recorded securely

Reviewed for patterns or recurring themes

Used to inform service improvement

Feedback is used to improve:

Policies and procedures

Training

Governance processes

Service delivery standards

We regularly review the effectiveness of our complaints system to ensure it remains fair, accessible, and responsive.

9. Legislation and Guidance

This policy aligns with relevant complaints guidance and regulatory expectations, including:

UK Government Complaints Policy Guidance
https://www.gov.uk/government/publications/complaints-policy/complaints-policy

10. Publication and Transparency

This complaints policy is:

Displayed on our website

Included within client onboarding packs

Website location:
[email protected]

Transparency is a core principle of our governance framework.

11. Policy Review

This policy is reviewed regularly to ensure it remains effective, fair, and compliant with regulatory requirements.

Policy Created: 27/01/2026
Review Date: 27/01/2027
Approved By: Kathryn Wheatman, Director
Organisation: Unmasking Minds ADHD Clinic