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Complaints Procedure

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Complaints Procedure


At the ADHD Centre we take complaints seriously and we aim to ensure that all our clients are pleased with their experience of our service. When a client complains, he/she is dealt with courteously and promptly so that the matter is resolved as quickly as possible. This policy is based on these objectives.

In responding to a complaint, we aim to treat you the way we would like to be treated if we were in your position. We aim to respond to your complaint effectively and ensure that we take the opportunity to learn and improve our service. The person responsible for dealing with any complaint about the service which we provide in the first instance will be the head of our administration team.

If a patient makes a verbal complaint, we will listen to and offer to refer him or her to the head of our administration team without delay. A member of our team will take brief details of the complaint and pass them on.

If a client complains in writing, the letter or email will be passed to the head of our administration team without delay. If a complaint is about any aspect of clinical care, it will normally be referred to the relevant consultant psychiatrist.

We will acknowledge the client’s complaint in writing and enclose a copy of this complaints policy as soon as possible, normally within five working days. We will seek to investigate the complaint and respond within a reasonable time period. We will notify the patient, giving them an idea of the timescales.

Step 1

Our head of Administration will look at the complaint and where appropriate will discuss with the consultant. A response will then be sent to you. The response will contain:

  • A summary of the investigation.
  • The decision as to whether your complaint has been upheld or not.
  • Reasons for this decision.
  • Any redress which can be offered if appropriate, i.e., a verbal or written apology, a refund or deduction in fees or other appropriate measures.
  • A summary of any action to be taken as a result of the complaint.

If the investigation time needs to be extended, a letter will be sent to you outlining the rationale for this and the proposed date by which a response will be given. This will take into account the nature of the complaint and the availability of information required to further the investigation. Please note proper and comprehensive records are kept of any complaint received.

Step 2

If the complaint is not resolved at this first level then it will be passed to one of the ADHD Centre Directors who will further consider the complaint with input from the complainant and the clinician who is the subject of the complaint.

Step 3

If the complaint is not resolved at this second level then you will be provided with the contact details for the Centre for Effective Dispute Resolution (CEDR), an Alternative Dispute Resolution provider.

The Care Quality Commission (CQC) encourages (as a matter of good practice) all independent healthcare providers to offer an independent external review stage that can provide patients with a route to resolve a complaint if it is not resolved via the providers’ in-house complaints process. One highly respected and well managed independent adjudication scheme for private healthcare is the Independent Sector Complaints Adjudication Service (ISCAS) which is hosted within CEDR.

Private Healthcare Mediation is managed independently by the Centre for Effective Dispute Resolution (CEDR), an Alternative Dispute Resolution provider. This scheme provides independent mediation (over the phone) between subscribing organisations and their patients if they are unable to resolve their complaints directly through the organisations own complaints procedure.

Contact Details:

Tel: 0800 061 4276

The ADHD Centre

599 Wilmslow Rd, Manchester M20 3QD, UK


ADHD Centre in London
85 Wimpole St., Marylebone London, W1G 9RJ, UK


Postal Address
13304 PO Box 6945 London W1A 6US

The ADHD Centre

Who We Are

We are a team of experienced Consultant Psychiatrists, Psychologists and ADHD Behavioural Coaches.

We have been diagnosing and treating people with ADHD since 2009.

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