If you raise your complaint on the telephone or at the reception desk, we will immediately refer you to our Treatment Co-ordinator or, if she is not available, our Reception Manager. If neither of these people are immediately available to speak with you, we will take brief details of your complaint and arrange a telephone conversation with you at a convenient time. We will keep comprehensive and confidential records of your complaint, which will be stored securely.

If you complain in writing, your letter or email will be passed immediately to the Treatment Co-ordinator who will acknowledge your complaint in writing and enclose this code of practice as soon as possible, normally within three working days. We will investigate the circumstances and contact you to discuss the matter as soon as practical. If we are unable to investigate the complaint within ten working days, we will keep you informed – giving reasons for the delay, the progress of the investigation and a likely period within which the investigation will be completed.