Complaints Procedure
At ADHD Lab UK, we are committed to providing safe, high-quality and patient-centred care. We welcome feedback and take any concerns or complaints seriously. Complaints are handled fairly, respectfully and transparently and are used to help us continually improve our service.
1. Purpose
Our complaints procedure provides a clear, accessible and fair process for raising concerns about any aspect of our service, including clinical care, prescribing, communication and administration. Raising a complaint will not disadvantage you or affect the care you receive.
2. Who Can Make a Complaint
A complaint can be made by any patient who has used ADHD Lab UK’s services or by a representative acting on their behalf. We will make reasonable adjustments where required to support individuals in raising a complaint.
3. How to Make a Complaint
Complaints can be submitted by email to info@adhdlabuk.com.
Please provide as much relevant information as possible to help us understand and investigate your concerns. If you require support or an alternative method of communication to make a complaint, please contact us so that reasonable adjustments can be considered.
4. How We Handle Complaints
We will acknowledge your complaint within 3 working days and provide information about the complaints process and expected timeframe.
Your complaint will be investigated fairly and proportionately. Where a complaint relates to clinical care, it will be reviewed by an appropriately qualified clinician.
We aim to provide a full written response within 28 days, where possible. If there is a delay, we will keep you informed and provide appropriate updates.
5. Escalation and External Review
If you are not satisfied with the outcome of your complaint, please contact us so that we can explain any further review or escalation options available to you. Where applicable, we will provide information about any relevant external organisation or regulatory body that may be able to consider your concerns.
ADHD Lab UK Ltd will cooperate fully with any appropriate external review or investigation.