COMPLAINT POLICY

We hope that you have had a positive experience at our clinic but If you are unhappy with the facilities or services you have received from psych nutritionist team we would like to know about it as soon as possible so we can investigate your concerns and explain, apologise and take positive action where necessary. In most circumstances, if you tell us about your concern quickly, we can resolve matters straightaway. To let us know about something with which you are unhappy please send full details of your complaint via e-mail to care@psychnutritionist.co.uk.

If you are not fully satisfied you can put your concerns in writing and use our formal Complaint Resolution Procedure as detailed below.

Definition of a complaint: Any communication involving goods or a service that requires an investigation and formal response. Complaints may be made by email.

Process
The Complaint Resolution Procedure has three stages and reflects the principles of the ISCAS Code of Practice:

Stage 1 Local resolution within the individual practice
Stage 2 Independent Adjudication from ISCAS

Stage 1
To start the formal Complaint Resolution Procedure you should write to:
care@psychnutritionist.co.uk.

You should state what has caused you to have concerns and make your points clear. Please document when the relevant events took place and what results you expect from your complaint.

Complaints should normally be made as soon as possible at stage 1, and within 6 months of the date of the event complained about, or within 6 months of the matter coming to the attention of the complainant. The time limit may be extended by the Independent Health Practitioner where the complainant has good reason for not making a complaint in the time limit (for example, where a complainant has been grieving), and there is a realistic opportunity of conducting a fair and effective investigation into the issues raised.

Our team will aim to send you an acknowledgement of your letter within five working days of receipt of the complaint (unless you can be provided with a full response within seven days).

A full response to your complaint will be made within twenty days of receipt of the complaint. If the investigation is still in progress after twenty days a letter will be sent to you explaining the delay and a full response made within five days of reaching a conclusion. In any event a holding letter will be sent every twenty days where an investigation is continuing.

If you remain dissatisfied following the final stage 1 response, then you can request a review of your complaint, known as Stage 2 by writing to:

Stage 2
This stage is only available to complainants who remain dissatisfied once Stage 1 is exhausted.

A complainant should then request the Adjudication by writing to the Secretariat:

Independent Sector Complaints Adjudication Service (ISCAS)
Care of CEDR – Centre for Effective Dispute Resolution
International Dispute Resolution Centre
70 Fleet Street
London EC4Y 1EU

Tel: 020 7536 6091
Email: info@iscas.org.uk

Unacceptable behaviour by complainants

At each stage of the complaint procedure, it might be deemed that a patient’s behaviour is unacceptable. We have a policy in place to handle unacceptable behaviour of complainants.

Charlene is a registered Nutritional Therapist with a Bachelor of Science, a Diploma in Naturopathic Nutrition, a member BANT (Member of the British Association of Applied Nutrition and Nutritional Therapy), and a member of CNHC (Member of the Complementary and Natural Healthcare Council).