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Complaints procedure

This policy 

This policy explains how: 

  • You, the customer, can raise a complaint about our services; and 
  • How we will deal with complaints 

We will always aim to provide high quality services and to provide a high standard of customer care.  We recognise however, that sometimes we may not get things right.  It is therefore important that you can raise any issues or complaints with us. 

How to make a complaint 

If you would like to make a complaint, please email us on admin@neurodiverseonline.com.  You can also telephone us on 0203 198 1024.  However, if you telephone us first, we will ask you to put your complaint in writing. 

Information 

Please include the following information in your complaint: 

  • Your full name 
  • Your contact details (telephone and email) 
  • The fact that you are raising a complaint 
  • Any relevant dates and times which are relevant to your complaint 
  • The type of services we have provided to you 
  • A key summary of the problem or problems you have experienced and why the services were not satisfactory 
  • How you would like us to address this issue and what you would like to have happen as a result of your complaint. 

What to expect 

Complaints will be processed and looked at during our business hours which are 

  • Monday to Friday, 09:00 to 17:00 

Complaints will be dealt with by our designated complaints handling team. 

Acknowledgement 

We will acknowledge your complaint within two business days of our receipt of it. 

Investigation 

We will then conduct a thorough investigation of your complaint.  We may need to contact you in order to obtain further details during the investigation. 

Response 

A response to your complaint will ordinarily be provided to you via email. 

Once we have acknowledged your complaint, we will ordinarily provide the full response within 14 business days.  Sometimes, the investigation may take longer.  If this is the case we will contact you to tell you, and you will be provided with a revised timeframe within which you should expect to receive a response.  You will receive regular updates thereafter. 

We may agree with all or some of your grounds of complaint.  If this is the case, we will aim to offer a satisfactory solution to you, which may include: 

  • Alteration of your assessment report 
  • A full refund of services provided 
  • A partial refund of services provided 
  • Provision of additional services 

We will offer the solution which we judge is most appropriate in the circumstances.  The above examples are the usual solutions we may offer, although there may be occasions where we offer a different solution where this is appropriate. 

If we do not agree with your grounds of complaint, you will be provided with full details to explain why this is the case.  If you are unhappy with this decision, you may wish to progress matters externally (see below). 

Other options 

We hope that we will be able to help in resolving your complaint.  However, if you are not happy with the outcome of your complaint, you may wish to raise a formal dispute externally via other avenues. 

Our Regulator 

If your complaint is about one of our clinicians, you may like to raise a complaint about them via their professional regulating body. Depending on the professional concerned, this would be one of the following professional bodies: 

  • HCPC (Health and Care Professions Council) 
  • General Pharmaceutical Council 
  • British Association of Behavioural and Cognitive Psychotherapies 
  • Nursing and Midwifery Council 

If you are unsure which is the appropriate body concerned, we can advise. 

Legal Claims 

We would always hope that disputes can be resolved at the lowest possible level.  However, if the complaint cannot be resolved by any of the above methods, you may wish to obtain legal advice and/or explore other legal remedies which may be available to you. 

Information about your legal rights as a consumer can be found on the Citizens Advice Bureau website (www.citizensadvice.org.uk) 

Service improvement 

Once a complaint has been resolved, we will review it as a team in order to identify ways in which our service can improve. Wherever possible, we will then make any necessary changes to enhance our service for future clients. 

The NeuroDiverse Online Ltd Team 

See what our patients are saying

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