UK CLINICAL NEUROPSYCHOLOGY LIMITED
COMPLAINTS POLICY

Complaints Policy

UK Clinical Neuropsychology Limited is committed to providing a gold-standard service to our clients. If you do not receive a satisfactory service from us we would like to hear from you. This will help us to improve our standards.

Therefore, we aim to ensure that:

1. 1. Making a complaint is as easy as possible;
   2. We treat a complaint as an expression of dissatisfaction with our service which calls for a prompt response;
   3. We deal with it promptly, politely and confidentially; and
   4. We learn from complaints, use them to improve our service, and review annually our complaints policy and procedures.

We recognize that many concerns will be raised informally. Our aims are to:

1. 1. Resolve informal concerns quickly;
   2. Enable mediation between the complainant and the individual to whom the complaint has been referred, where appropriate.

An informal approach is appropriate when it can be achieved. If concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.

Complaints Procedure

If you have a complaint, please contact Janet Hodgson, Clinical Director at:

janet@ukclinicalneuropsychology.com

York Eco Business Centre, Amy Johnson Way York, YO30 4AG

Next steps

1. 1. We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within 5 working days of us receiving your complaint and in this letter we will tell you how long we expect it will take to investigate and respond to your complaint;
   2. We will investigate the circumstances surrounding your complaint;
   3. We may ask you for more information if that is required;
   4. We will invite you to meet to discuss and hopefully resolve your complaint;
   5. We will confirm the outcome to your complaint to you in writing within 5 working days of our meeting.

If you do not want a meeting or it is not possible, the Director will send you a detailed reply in writing to your complaint. This may include suggestions for resolving the matter. This will be done within 5 working days of completing our investigation.

If there are any delays or changes to the time frames we set out, we will let you know as soon as possible, with a revised time scale for our response.