Speak up, speak up!

We actively seek feedback from our clients so we can assess and improve our services. In fact, in addition to our regular reviews and assements, we recently sent our clients a survey asking for feedback which we’ll highlight in next month’s blog.

In the meantime, if you aren’t happy with our care, it’s ok to speak up. We see complaints as a positive thing and a valuable indicator of the quality of our service. We encourage you to let us know how we’re doing, no matter how minor you think the issue may be.

Our commitment with regards to complaints are as follows:

• They will be taken seriously and acted upon with fairness and impartiality
• A response will be received within 24 hours and a final reply within 28 days.
• If the complaint is upheld, a written apology will be issued and appropriate action taken to rectify it
• Clients are entitled to involve an impartial third party in the complaint procedure.

Additionally, every twelve months we summarise all complaints which are made available to the regulatory body and any client who requests it.

Of course we also heartily welcome positive feedback – compliments from our clients make our day!