Complaints Policy

1. Introduction

We aim to provide a satisfactory standard of care. Our clients' views are important to us and help to ensure our services are consistently meeting their needs.

If a client is unhappy with any of our services, it is important that the Service Manager is alerted. Clients can also contact our regulator, Healthcare Improvement Scotland, at any time.

2. Making a suggestion

Often people feel more comfortable suggesting improvements rather than complaining formally.

If the suggestion is something that Autism and ADHD Diagnostic Centre as a company needs to consider, the Service Manager should be notified in the first instance, or in writing to:

3. Making a complaint

We aim to handle complaints in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve the service we provide. We treat all complaints in confidence.

4. Who can complain?

Clients can make a complaint.

A representative may complain on behalf of the affected person if:

• the person cannot make a complaint themselves due to mental or physical disability
• they have written consent from the client to make the complaint
• the person has died

5. How you can make a complaint

You can make a complaint in person, or by emailing or writing to the Service Manager at the address above.

6. Anonymous complaints

We will investigate anonymous complaints for the purpose of learning and service improvement.

7. Responsibility

The Service Manager has overall responsibility for dealing with complaints.

8. How we handle complaints

The Service Manager will investigate the complaint.

• 10 working daysWe will inform the client, or designated other, in writing of any action to be taken.
• 28 daysWe aim to respond to the complaint in full, in writing.

When we have finished investigating, we will write to the client to advise them of the outcome.

9. Time limits

A complaint should be made on or shortly after the date on which the event occurred wherever possible. If a complaint is received more than one month later, we may not be able to investigate fully.

However, we will consider whether there is good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.

10. Outcome or other options

Following written notification of the outcome of the complaint, the client may wish to contact our regulator, Healthcare Improvement Scotland, as noted in the introduction to this policy.

Complaints can be made to: