Complaints Policy and Process

Clinically Sound Ltd (CSL) strives at all times to provide the highest quality service, however, recognises that there may be times when you may not feel that this has happened. The purpose of this policy is to explain what you must do if you have a complaint about the service that has been provided.

CSL is not able to deal with questions of legal liability or compensation. However, we would encourage you to use this procedure to allow us to look into and, if possible, put right any problems or mistakes that have been made. 

Using this procedure will not affect your right to take the complaint further if you so wish. Please note that CSL respects the confidentiality of its patients and thus will require written consent of the patient if the complaint is not made by that patient in person.

CSL treat complaints very seriously and will deal with all complaints swiftly. The complaint will be acknowledged immediately that it has been received and we aim to reply to the complaint within 72 hours. 

The aim is to address your concerns fully, provide you with an explanation and discuss any actions that may be required. If this is not possible and you wish to take the complaint further we will direct you to the appropriate authorities who will be able to help you. 

CSL will always look for ways to improve the service it provides and to do this effectively, we need to know about the services you receive. We actively encourage you to provide feedback via our practice website feedback form. We would encourage you to tell us what we have done well, where we have not met your expectations and any ideas and suggestions you may have. 

So, if you have any comments about our service you have received, please use our ‘Feedback form’ and we will treat any suggestions with respect and reply with alacrity .

To make a complaint please complete our ‘feedback form’ on the website and mark it for the attention of ‘The Practice Manager’

If you remain dissatisfied with our reply then we will provide you with details of relevant professional bodies to which you can take the complaint further.