Complaints Policy & Procedure

Last updated: 29/12/2023

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 vicki@theadhdnurse.co.uk.

Step 2:

You will receive a response to acknowledge receipt of your complaint within 3 working days and we aim to respond to your complaint within 14 working days. However dependent on the nature of your complaint, it may take longer to formulate a response, but The ADHD Nurse will keep you updated if it is likely to exceed this timeframe. 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 the Local Government and Social Care Ombudsman (LGO).

Local Government and Social Care Ombudsman (LGO) https://www.ombudsman.org.uk/

Advocacy services

Citizens Advice https://www.citizensadvice.org.uk/

The Advocacy People https://www.theadvocacypeople.org.uk/about-us

POhWER https://www.pohwer.net/

Regulatory bodies

Information Commissioners Office (ICO) https://ico.org.uk/

Nursing and Midwifery Council (NMC) https://www.nmc.org.uk/

Care Quality Commissioners (CQC) https://www.cqc.org.uk/