How to raise a complaint
Email info@neurofx.co.uk, call 0333 533 3303, or write to Neuro FX Ltd, Crown House, 27 Old Gloucester Street, London, WC1N 3AX. Mark your message as a complaint about ADHDassess.
Include your name, account email, any relevant reference, what happened and the outcome you are seeking. Avoid sending unnecessary health details by ordinary email; we can agree a suitable way to receive supporting material.
You can ask someone to complain on your behalf. We may need your authority before discussing personal information with them. Children and young people can also raise concerns themselves. Tell us if you need help or a different communication format.
What happens next
- We acknowledge your complaint within five working days.
- We investigate fairly and involve our Clinical Lead where the concern is clinical.
- We aim to give a full written response within twenty working days. If more time is needed, we explain why and give you an updated timescale.
- We explain our findings, any action or remedy and the next steps available to you.
These response targets follow NeuroFX's published complaints process. We handle the complaint sensitively and only involve people who need the information.
If you remain unhappy
Reply to the response explaining what you believe remains unresolved and ask for it to be reviewed. We will explain any further review or independent route available for your particular complaint.
You can give the Care Quality Commission feedback about the quality or safety of care. CQC uses that information in its regulatory work but does not resolve individual complaints on your behalf.
For concerns about personal information, you can complain to the Information Commissioner's Office. These routes do not remove any legal rights you have.
How we use complaints
We use the findings to put matters right where possible and improve the service. Complaint records are kept securely under our records policy. Making a complaint will not result in unfair treatment.