fundamental health complaints policy

Complaints Policy

Purpose

Fundamental Health Ltd is committed to providing high-quality, safe, and professional mental health services. We value feedback and view complaints as an opportunity to improve the services we provide.

This policy explains how clients can raise concerns or make a complaint and how these will be managed fairly, respectfully, and confidentially.

Our Commitment

We aim to:

  • Treat all clients with dignity, respect, and compassion.
  • Provide services in accordance with the Nursing and Midwifery Council (NMC) Code.
  • Respond to concerns promptly and professionally.
  • Learn from feedback to continually improve our services.
  • Ensure that clients are not disadvantaged for raising a complaint.

How to Raise a Complaint

If you are unhappy with any aspect of the service you have received, we encourage you to discuss your concerns as soon as possible.

Complaints may be made:

  • By email: admin@fundamentalhealth.co.uk
  • In writing to: Fundamental Health Ltd, 7 Glenrhondda, Emmer Green, Reading, Berkshire, RG4 8LB
  • By telephone: 07504956161

Please include:

  • Your name and contact details.
  • A description of your concern or complaint.
  • The date(s) of the event(s).
  • What outcome you are seeking.

If someone is making a complaint on behalf of a client, written consent from the client may be required unless there are exceptional circumstances.

Our Complaints Process

Stage 1 – Informal Resolution

Where appropriate, we encourage concerns to be raised directly so they can be resolved quickly and informally.

Many issues can be addressed through discussion and clarification.

Stage 2 – Formal Complaint

If the matter cannot be resolved informally, a formal complaint should be submitted in writing.

We will:

  • Acknowledge receipt of your complaint within five working days.
  • Investigate the complaint fairly and objectively.
  • Review any relevant records and information.
  • Respond in writing within 20 working days.

If additional time is required due to the complexity of the complaint, you will be informed of the reason for the delay and provided with an updated timescale.

Investigation

Complaints will be investigated impartially.

The investigation may include:

  • Reviewing clinical records.
  • Reviewing correspondence.
  • Considering professional standards and relevant policies.
  • Obtaining further information where necessary.

You may be contacted if clarification is required during the investigation.

Outcome

Following the investigation, you will receive a written response explaining:

  • The findings.
  • Whether the complaint has been upheld, partially upheld, or not upheld.
  • Any actions taken or proposed.
  • Any learning or service improvements identified.

Where appropriate, we will offer an apology when our service has fallen below the expected standard.

If You Remain Dissatisfied

If you are not satisfied with our response, you may seek independent advice or, where appropriate, raise concerns with the relevant regulatory body.

If your concern relates to professional conduct, you may contact the Nursing and Midwifery Council (NMC).

The NMC regulates nurses, midwives and nursing associates but does not award compensation or resolve disputes about fees.

You may also wish to obtain independent legal advice regarding your rights.

Confidentiality

All complaints will be handled confidentially and in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Information relating to complaints will only be shared with those directly involved in investigating or resolving the complaint where necessary.

Record Keeping

A confidential record of all complaints will be maintained, including:

  • Date received.
  • Nature of the complaint.
  • Investigation undertaken.
  • Outcome.
  • Actions taken.
  • Date closed.

Complaint records will be retained in accordance with our Data Retention Policy.

Learning and Quality Improvement

Fundamental Health Ltd is committed to learning from complaints and feedback.

Where appropriate, complaints will be used to:

  • Improve policies and procedures.
  • Enhance client experience.
  • Identify training or development needs.
  • Reduce the likelihood of similar issues occurring in the future.

Review

This policy will be reviewed annually or sooner if there are changes to legislation, professional guidance, or business practice.

Version: 1.0

Effective Date: 1st August 2026

Review Date: 1st August 2027

Approved by: Peter Dew, Director, Fundamental Health Ltd