Child Psychiatry Consultancy Ltd is committed to providing the highest standard of care. We welcome all feedback and take every complaint seriously. Making a complaint will never affect the care or treatment your child receives from us.

We aim to resolve all complaints as quickly, fairly, and openly as possible.

How to raise a complaint

You can raise a complaint verbally, in writing, by email, or by asking us to write it down on your behalf.

•       Complaints email: complaints@childpsychiatry.uk

•       General email: info@childpsychiatry.uk

•       Telephone: +447861684180

•       Post: Child Psychiatry Consultancy Ltd, 320 City Road, London, EC1V 2NZ

Please include your name and contact details, your child's name, the date(s) of your concern, what happened, and the outcome you are hoping for.

Stage 1 — Local resolution

We will acknowledge your complaint within 3 working days of receiving it. We will investigate thoroughly and provide a full written response within 20 working days. If the investigation takes longer, we will write to explain the delay and give you a revised timescale.

Our response will include: a summary of your complaint, the findings of our investigation, any actions taken or planned, and an apology where appropriate.

Stage 2 — Internal review

If you are not satisfied with our Stage 1 response, you may request an internal review within 6 months of receiving it. The review will be conducted by a senior person not previously involved in your complaint. A written response will be provided within 20 working days.

Stage 3 — Independent external adjudication (ISCAS)

Child Psychiatry Consultancy Ltd subscribes to the Independent Sector Complaints Adjudication Service (ISCAS). If you remain dissatisfied after Stage 2, you have the right to refer your complaint to ISCAS for independent adjudication. You must do this within 6 months of your Stage 2 response. There is no cost to you for this process.

ISCAS — Independent Sector Complaints Adjudication Service

•       Website: iscas.cedr.com

•       Address: ISCAS, 70 Fleet Street, London, EC4Y 1EU

ISCAS handles complaints about clinical care and service. Clinical negligence complaints should be directed to the relevant professional regulator or a legal advisor.

Other escalation routes

For serious concerns about patient safety you may also contact:

•       Care Quality Commission (CQC): www.cqc.org.uk | 03000 616161

•       General Medical Council (GMC): www.gmc-uk.org | 0161 923 6602

What you can expect from us

•       Your complaint will be taken seriously and handled with respect and sensitivity.

•       We will investigate objectively and respond honestly.

•       We will apologise where something has gone wrong and tell you what we are doing to put it right.

•       We will use your feedback to improve our service.

•       Your care will not be affected in any way as a result of making a complaint.

Record keeping

All complaints, investigations, and outcomes are recorded securely and retained for a minimum of 8 years. Complaint trends are reviewed quarterly by the Registered Manager as part of our clinical governance process.