Complaints Policy 

Complaints Policy

HartSense OT is committed to providing a high level service to our clients. If you are not satisfied with your service, we want to hear from you. This will help us to improve our standards.

Therefore, we aim to ensure that:

making a complaint is as easy as possible;

we treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response;

we deal with it promptly, politely and confidentially; and

we learn from complaints, use them to improve our service, and review annually our complaints policy and procedures.

We recognise that many concerns will be raised informally, and dealt with quickly. Our aims are to:

resolve informal concerns quickly;

keep matters low-key; and

enable mediation between the complainant and the individual to whom the complaint has been referred.

An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.

Complaints Procedure

If you have a complaint, please contact Lyndsay Hart, Occupational Therapist.

You can send an email to Lyndsay at: hartsenseOT@gmail.com.

Next steps

Lyndsay may ask you to confirm or explain the details set out. You can expect to receive this request within 2 working days of us receiving your complaint.

We will record your complaint in our Complaints Register within a day of having received it.

We will then investigate your complaint. This will normally involve the following steps:

We will then examine the information you have provided for us and our reply. If necessary we may ask to speak to you on the phone. We will then invite you to meet to discuss and hopefully resolve your complaint. We will do this within 5 working days of the end of our investigation.

Within 2 days of the meeting Lyndsay Hart will write to you to confirm what took place and any solutions as agreed with you.

If you do not want a meeting or it is not possible, Lyndsay Hart will send you a detailed reply to your complaint. This will include suggestions for resolving the matter. This will be done within 5 working days of completing our investigation.