Complaints Procedure
At Alternaleaf, we’re committed to providing our patients with high-quality care and excellent customer service.
If you’re ever unhappy with the care or service you receive, you’re entitled to make an official complaint.
Your feedback, whether positive or negative, plays an important role in helping us maintain our high standards, improve our service, and shows us where we can do better. We will listen carefully to your concerns, and respond openly and transparently.
How to make a formal complaint
You can submit a complaint in writing to our Governance Team. Please email qa@montugroup.com, so we can respond to your complaint swiftly.
Complaints must be submitted within twelve months from the date the incident took place, or twelve months from the date you became aware of the complaint you’re making. Complaints received outside this timeframe will not be investigated.
If you require another person to make a complaint on your behalf, please provide your written consent to our Governance Team. Without receiving your written consent, our Governance Team will not have the legal authority to speak or correspond with anyone other than you, owing to UK GDPR.
What to include in your complaint
To help us address your complaint as quick as possible, we suggest you include:
- Your name and contact details
- Any relevant dates, names, and your experience
- Any actions you’ve already taken regarding your complaint
- What outcome(s) you’re hoping for
How your complaint will be investigated
We’ll formally acknowledge your complaint within three working days. Then it will be formally investigated by a member of our Governance Team.
Our investigation process is based on evidence. We’ll review clinical records, communication logs and other systems. We may also speak with and obtain statements from relevant staff members. Once our investigation is complete, our Governance Team will decide whether any aspects of your complaint are upheld or not.
Complaints will be investigated in a reasonable time frame – usually within 30 working days. If more time is needed, we’ll notify you in writing with a revised timeframe.
Complaint investigation and ongoing treatment
Raising a complaint with Alternaleaf will not affect your current or future care with us. Processes will continue as usual.
However, if you insist on a specific response time, attempt to intimidate our staff by using threatening language, falsely threaten self harm, or threaten to report us to the police, regulators or other authorities, we will not expedite your complaint investigation, nor will it result in a refund.
Investigation outcome
Once our investigation is complete, you’ll receive an outcome letter in writing. This will address each of the points you raised, provide a factual explanation of the findings, include an apology where appropriate, and outline any action(s) taken. It’ll also include information on how to escalate the complaint if you aren’t happy with the outcome (see below).
Escalation of complaint
If you aren’t happy following the resolution of your complaint, you can escalate it to the Centre for Effective Dispute Resolution (“CEDR”) of which we are a member. CEDR can be contacted using the following details:
By Post:100 St. Paul’s Churchyard
London EC4M 8BU
United Kingdom
Tel: +44 (0)20 7536 6000
Contact: www.cedr.com/contact-us/
Website: www.cedr.com/