Customer Complaints Policy Summary
Complaints
If you have any complaint or concern about the service you have received from the staff working for this service you are entitled to ask for an explanation.
We operate an informal, in-house complaints procedure to deal with your complaints.
All complaints will be treated in the strictest confidence.
How to complain
We hope that most problems can be resolved quickly and easily, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible, ideally, within a matter of days or at most a few weeks. This will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint:
Within 12 months of the incident, or from when the matter came to the attention of the complainant.
All written complaints must be addressed to our Ishbel Straker who will ensure that it is investigated thoroughly and as speedily as possible. It will be a great help if you are as specific as possible about your complaint, please email This email address is being protected from spambots. You need JavaScript enabled to view it.
What we do
We will acknowledge your complaint within 2 working days, verbally or written and aim to have looked into your complaint within 20 working days of the date when you raised the complaint with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved.
Complaining on behalf of someone else
Please note that IStraker Consultants must ensure strict adherence to the rule of clinical confidentiality. We cannot provide confidential information without appropriate authority. We have to know that you have his or her permission to do so and this would need to be in written form.
Unreasonable / vexatious: complaints
Where a complainant becomes aggressive or, despite effective complaint handling, unreasonable in their promotion of the complaint, some or all the following formal provisions will apply and will be communicated to the patient:
The complaint will be managed by one named individual at senior level who will be the only contact for the patient
Contact will be limited to one method only (e.g. in writing)
Place a time limit on each contact
The number of contacts in a time period will be restricted
A witness may be present for all contacts
Repeated complaints about the same issue will be refused
Only acknowledge correspondence regarding a closed matter, not respond to it
Set behaviour standards
Return irrelevant documentation
Keep detailed records.
Please note that making a complaint does not give you the right to withhold payment from our service and should you choose to do so you are in breach of the consent documentation and terms and conditions of our service you have agreed to.
Please feel able to communicate any concerns you have with us, we welcome feedback as a form of service improvement. We want an open and transparent service and any feedback enables us to make the service the best it can be.
