Complaints Policy and Procedure

Our Commitment

We are committed to providing high-quality, safe, and person-centred care. We welcome feedback and take complaints seriously as an opportunity to learn and improve. We aim to handle all complaints promptly, fairly, openly, and thoroughly.

Who Can Complain

  • Anyone who has used our services (patient, service user)
  • Someone acting on their behalf (e.g., parent, guardian, carer, advocate, relative)
  • Anyone with reasonable concern about our service

Timescale for Complaining

  • Please complain as soon as possible, ideally within days or a few weeks
  • You may complain up to 6 months from the event or from when you became aware of the issue

How to Raise a Complaint

Step 1: Informal Resolution (Local Resolution)

  • Many issues can be resolved quickly by speaking directly with:
    • The clinician who treated you
    • Reception staff
    • The Practice/Clinic Manager
  • You may raise your complaint verbally or in writing
  • If you prefer not to contact the person directly, you can contact the clinic via the details below and we will treat it formally.

Contact details for complaints:

  • Email: info@altonpainclinic.co.uk
  • Phone: 0142084487
  • Post: Alton Pain Clinic 59 High Street, Alton GU34 1AB
  • Practice/Clinic Manager: Munir Khan

Acknowledgment:

  • Written complaints will be acknowledged within 2 working days (by email or post)

Response timeframe:

  • A full response will normally be provided within 20 working days
  • If the investigation takes longer, you will receive updates at least every 20 working days
  • We aim to complete Stage 1 within 3 months

Step 2: Formal Complaint Review (if not resolved at Step 1)

If you are not satisfied with the outcome of Step 1:

  • You may escalate your complaint in writing within 6 months of the final Step 1 response
  • An acknowledgment will be sent within 3 working days
  • A senior staff member not involved in Step 1 will lead an objective review, including:
    • Review of all documentation
    • Interviews with relevant staff (if needed)
    • Review of the Step 1 investigation and response
    • Consideration of a face-to-face meeting or teleconference

Response timeframe:

  • A full written response will be provided within 20 working days
  • Updates will be sent every 20 working days if ongoing
  • We aim to complete Stage 2 within 3 months

Step 3: Independent External Adjudication

If you remain dissatisfied after Stage 2, you have the right to independent external adjudication:

  • Contact the Independent Sector Complaints Adjudication Service (ISCAS) in writing within 6 months of the Stage 2 decision
  • You must complete Stage 1 and Stage 2 before accessing Stage 3
  • You will need to sign a Statement of Understanding and Consent for Stage 3 access

Contact ISCAS:

  • Post: ISCAS, 70 Fleet Street, London, EC4Y 1EU
  • Email: info@iscas.org.uk
  • Telephone: 020 7536 6091

Alternative Support and Escalation Options

Parliamentary and Health Service Ombudsman

If you are unhappy after our internal process concludes, you may seek an independent review from:

The Parliamentary & Health Service Ombudsman
Millbank Tower, Millbank, London, SW1P 4QP
Telephone: 0345 015 4033

Healthcare Improvement Scotland (if applicable)

Healthcare Improvement Scotland can assist patients at any stage if unhappy about the result of a concern or complaint:

Healthcare Improvement Scotland
Gyle Square, 1 South Gyle Crescent, Edinburgh, EH12 9EB
Email: hcis.complaints@nhs.scot
Telephone: 0131 623 4300

Professional and Regulatory Complaints:

General Medical Council (GMC)

For complaints about a doctor’s professional conduct, performance, or fitness to practise:

Nursing and Midwifery Council (NMC)

For complaints about a nurse or midwife’s professional conduct, performance, or fitness to practise:

Health and Care Professions Council (HCPC)

For complaints about a physiotherapist’s professional conduct, performance, or fitness to practise:

Chartered Society of Physiotherapy (CSP)

For complaints about a CSP member’s conduct affecting public trust (including on social media):

Confidentiality and Data Protection

  • All complaints are handled confidentially
  • Information will be used only for investigating and resolving the complaint and for service improvement
  • We comply with UK GDPR and data protection legislation

Learning and Improvement

  • We use complaints to:
    • Identify areas for improvement
    • Prevent recurrence
    • Improve standards of care and service delivery
  • Relevant staff will be involved in learning actions where appropriate

WHERE TO FIND US