1. Purpose

Clearmind Health is committed to providing a high standard of service to all patients, carers, and visitors. We recognise that, despite our best efforts, there may be times when patients are not satisfied with the service they have received.

This policy explains how you can raise a concern or make a complaint, how we will handle it, and what you can expect from us.

2. Scope

This policy applies to all services provided by Clearmind Health, including our online ADHD assessments, diagnosis, and follow-up treatment services.

3. Our Commitment

We will:

• Treat all complaints seriously, respectfully, and confidentially.
• Handle complaints in line with applicable healthcare regulations and the General Data Protection Regulation (GDPR).
• Aim to resolve concerns quickly and informally where possible.
• Provide a clear, fair, and timely investigation if a formal complaint is made.
• Use feedback and complaints to improve our services.

4. How to Make a Complaint

4.1 Informal Concerns

If you are unhappy with any aspect of our service, we encourage you to raise it informally in the first instance so that we can resolve the matter quickly. You can contact our Patient Services Team via:

• Email: services@thinkclear.co.uk
• Phone: 01234 838000
• Business hours: Monday–Friday, 9:00am–5:00pm (excluding bank holidays)

4.2 Formal Complaints

If you wish to make a formal complaint, please put it in writing by email or post to:

Complaints Manager
Clearmind Health
6 Stephenson Court, Fraser Road, Priory Business Park, Bedford, MK44 3WJ
Email: services@thinkclear.co.uk

Please include:

• Your full name and contact details.
• Details of the service you received, including dates and names (if known).
• A clear description of your complaint.
• Any supporting documents or evidence.

If you are making a complaint on behalf of someone else, we will require their written consent to proceed, unless you have legal authority to act on their behalf.

5. What Happens Next

5.1 Acknowledgement

We will acknowledge your complaint in writing within 5 working days of receipt.

5.2 Investigation

Your complaint will be investigated by a senior member of our team who was not directly involved in the matter. We may contact you for further information.

5.3 Response

We aim to provide a full written response within 20 working days. If the investigation takes longer, we will keep you updated on progress and provide an expected timeframe.

6. If You Are Not Satisfied

If you remain dissatisfied after receiving our final response, you can escalate your complaint to:

• The Independent Sector Complaints Adjudication Service (ISCAS)
  Website: https://iscas.cedr.com
• If your complaint relates to a healthcare professional’s conduct, you may contact their relevant regulator (e.g., the General Medical Council for doctors).
• If you are a private patient in England, you may also contact the Care Quality Commission (CQC):
  Website: https://www.cqc.org.uk

7. Confidentiality

All complaints will be handled in strict confidence in accordance with GDPR and our Privacy Policy. Information will only be shared with those involved in investigating and resolving the complaint.

8. Continuous Improvement

We record and review all complaints regularly to identify areas where we can improve our services and patient experience.