top of page

Complaints Policy

Definition of a Complaint

 

A complaint is any communication—verbal or written—regarding goods or services that requires investigation and a formal response. Complaints may be submitted via letter or email.

 

Complaints Process

 

If you are dissatisfied with any aspect of our facilities or the service you have received, please inform us as soon as possible. Early communication allows us to promptly investigate, respond, apologise if appropriate, and take corrective action.

​

In most cases, concerns raised at the time can be resolved immediately. Please speak to the clinician involved as your first step.

​

If you are not satisfied with the response or outcome, you may initiate our Formal Complaint Resolution Procedure, which aligns with the standards of the Independent Doctors Federation (IDF) and the Independent Sector Complaints Adjudication Service (ISCAS).

​

Complaint Resolution Procedure Overview

 

The formal procedure consists of three stages, following the principles of the ISCAS Code of Practice:

  • Stage 1 – Local Resolution (within the individual practice and clinician)

  • Stage 2 – Independent Complaint Review

  • Stage 3 – External Adjudication by ISCAS

 

Please note that stages 1–3 fall under the ISCAS Code of Practice for Complaints Management. A copy of the code can be requested directly from ISCAS.

 

Scope

​

The ISCAS Code clearly outlines what is and is not covered. If your complaint falls outside the scope, Stages 2 and 3 will not be available.

 

Stage 1: Local Resolution

 

To begin the formal process, please write to:

 

Complaint Management
MindOf
Golders Hill Health Centre
151 North End Road
London NW11 7HT

Email: info@mindof.uk

 

In your letter, clearly outline the issue, relevant dates, and the resolution you are seeking.

  • Complaints should normally be submitted within 6 months of the incident or of becoming aware of the matter.

  • In exceptional circumstances (e.g., grieving), this period may be extended if a fair and effective investigation remains possible.

​

You will receive an acknowledgment within three working days. You may be offered a meeting with the clinician involved.

 

The investigation may include reviewing clinical records, correspondence, and statements from those involved. We aim to provide a full written response within 20 working days. If delays occur, you will receive updates every 20 working days and a final response within five days of concluding the investigation.

​

Accessibility support will be provided as needed (e.g., for patients with disabilities or non-native English speakers).

 

If you are not satisfied with the outcome, you may request a Stage 2 review.

 

Stage 2: Independent Complaint Review

 

To escalate your complaint, please write to:

 

Complaint Management
MindOf
Golders Hill Health Centre
151 North End Road
London NW11 7HT
Email: info@mindof.uk

 

Complaints must be escalated within 6 months of receiving the Stage 1 response.

 

If the clinician involved is a member of the IDF, your case will be forwarded to the IDF Complaint Manager:

 

Complaint Manager
Independent Doctors Federation
Lettsom House
11 Chandos Street
Marylebone
London W1G 9EB

 

The Complaint Manager will:

  • Acknowledge your complaint within three working days

  • Request a summary of unresolved issues and your desired outcomes

  • Invite you to a meeting to clarify these points

 

You will be asked to consent to the release of relevant clinical records.

 

The Complaint Manager—who will not have been involved in the original complaint—will review all relevant documentation and communications from Stage 1.

 

If the review extends beyond 20 working days, updates will be provided at regular intervals. A final written response will be issued upon completion.

 

If you remain dissatisfied, you will be informed of your right to proceed to Stage 3 (ISCAS adjudication).

​

Confidentiality is strictly maintained throughout the process. Information will only be shared with those directly involved, unless disclosure is required by law.

 

Stage 3: Independent External Adjudication

 

If you are still dissatisfied after Stage 2, you may request adjudication by ISCAS:

​

Independent Sector Complaints Adjudication Service (ISCAS)
CEDR – Centre for Effective Dispute Resolution
3rd Floor, 100 St. Paul’s Churchyard
London EC4M 8BU
Tel: 020 7536 6091
Email: info@iscas.org.uk

 

This request must be made within 6 months of the Stage 2 decision and must include your reasons for dissatisfaction.

 

ISCAS will:

  • Acknowledge your request within three working days

  • Confirm with the Complaint Manager that Stages 1 and 2 have been completed

  • Obtain your consent to access relevant records

 

ISCAS aims to complete the adjudication within 3–6 months, with updates every 20 working days. A final report will be shared with you, the clinician, and the relevant Complaint Manager.

​

For further information, visit:
ISCAS – iscas.cedr.com
IDF – idf.uk.net

 

Unacceptable Behaviour

 

We reserve the right to apply our Unacceptable Behaviour Policy at any stage of the complaints process if a complainant's conduct is deemed inappropriate.

 

Review Schedule

 

This complaints procedure is reviewed annually.

​

Last reviewed: 14/05/2025

bottom of page