Complaints

Harley Court Customer Complaints Procedure

Everyone has the right to expect a positive experience and a good treatment outcome. At Harley Court we take great pride in the delivery of our service and if you are not happy – we would love the chance to rectify the issue causing you dissatisfaction. We promise to listen, treat you with respect and try to deal with your complaint appropriately and in a timely manner.

 

Our Customer Complaints Procedure has the following goals:

  • To deal with complaints fairly, efficiently and effectively;
  • To ensure that all complaints are handled in a consistent manner throughout;
  • To increase customer satisfaction;
  • To use complaints constructively in the planning and improvement of all services.

 

Who can complain?

Anyone who is:

  • Receiving a service from Harley Court.
  • Caring for someone who has a complaint
  • Has been refused a service which they think they may need.

 

How to complain:

Harley Court would like to deal with any complaint as soon as possible. Many complaints can be resolved informally. In the first instance contact Harley Court and, if you feel able, request to speak to the member of staff who carried out your treatment/procedure or ask to speak to the Clinic Manager, who will try to resolve the matter.

If you make contact in person or by phone, make a note of the name of the person you speak to. If a solution is offered at this point, make a note of this as well. If you are not satisfied or do not wish an informal solution, you may pursue a formal complaint.

Write down your complaint and send to us or alternatively email it to: info@harleycourt.co.uk

 

What Happens Next?

Formal complaints are acknowledged in writing or in person within 8 working days.  The acknowledgment provides contact details for the person who is handling the complaint, how the complaint will be dealt with and how long it is expected to take.  If a complaint raises issues that require notification or consultation with an external body, the notification or consultation will occur within three days of those issues being identified.

Formal complaints are investigated and resolved within 20 working days. If the complaint is not resolved within 20 days, the complainant, clinicians and staff who are directly involved in the complaint will be provided with an update.

In all cases, a complaint will be given full and fair consideration.