Complaints Policy

Stage 1 : Local resolution

Stage 2 : Complaint Review

At this stage the complaint is reviewed by a company director not related to the complaint and not involved in stage 1. This will typically be the clinical services director. 

Stage 3: Independent External Adjudication

Provide a written acknowledgement to the complainant of their request for independent external adjudication within 2 working days of the receipt of request. Stage 3 is handled by Independent Sector Complaints Adjudication Service (ISCAS) and patient should be directed to this service to provide details of their complaint.

ISCAS will:

Details of the ISCAS Code of Practice can be found at