Complaints Policy & Procedure

Last updated: 3.12.21

Any complaints are taken seriously and acted on in a timely manner. All clients have the right to complain, and the complaints policy and procedure will be made visible and accessible to all clients. If you are unhappy with the service you have received we would encourage you to take the following steps as soon as possible.

Step 1:

Please send details of your complaint directly to

Step 2:

You will receive a response to acknowledge receipt of your complaint and a further written response within 7 days. Should the nature of your complaint require liaison with third parties the response time could take up to 14 days. Your complaint will be investigated by the service manager Victoria George and an external supervisor if required.

Step 3:

If you are unsatisfied by the response to your complaint and it remains unresolved you will be advised to contact an external complaints resolution provider.

The ADHD Nurse would advise contacting the Center for Dispute Resolution (CEDR) and will provide contact details if requested.

If your complaint is in relation to GDPR you will be advised to contact Information Commissioners Office (ICO), contact details will provided if requested.