Complaints Policy

1. Purpose
The Coastal Women’s Clinic is committed to providing high-quality, safe, and compassionate care. We recognise that there may be occasions when service users are dissatisfied with aspects of their care or service. This policy explains how complaints can be raised, how they will be handled and how learning will be used to improve services.
As a sole trader the Registered Manager and service provider is the same individual – Claire Barron. 
Individual accountable for this policy - Claire Barron. 

2. Scope
This policy applies to:
    • All clients of The Coastal Women’s Clinic
    • Complaints made by patients, their representatives or advocates
    • All services provided by the clinic

3. Definition of a Complaint
A complaint is an expression of dissatisfaction requiring a response, whether made verbally, in writing, electronically, or via a third party.
Complaints may relate to:
    • Clinical care or treatment
    • Communication
    • Appointments or delays
    • Professional conduct
    • Fees or administrative processes

4. Principles
The Coastal Women’s Clinic will ensure that:
    • Complaints are welcomed and treated seriously
    • Complaints are handled openly, fairly and without delay
    • Clients are not disadvantaged or treated differently because they have made a complaint
    • Complaints are used as opportunities for learning and improvement
    • Confidentiality is maintained at all times

5. How to Make a Complaint
Complaints can be made:
    • Verbally (in person or by telephone)
    • In writing (letter or email)
Contact details:
Registered Manager: Claire Barron
The Coastal Women’s Clinic
Email: info@thecoastalwomensclinic.co.uk
Telephone: 07450345855
Patients may also nominate a representative to complain on their behalf, with appropriate consent.

6. Time Limits
Complaints should normally be made:
    • Within 12 months of the event, or
    • Within 12 months of becoming aware of the issue
Complaints made outside this timeframe may still be considered if there is a good reason.

7. Handling of Complaints
Acknowledgement
    • Complaints will be acknowledged within 3 working days
    • The acknowledgement will explain:
        ◦ Who is handling the complaint
        ◦ How it will be investigated
        ◦ Expected timescales
Investigation
    • The Registered Manager will:
        ◦ Review relevant records
        ◦ Reflect on clinical care and decision-making
        ◦ Seek additional information if required
    • Complaints will be handled proportionately and sensitively
Response
    • A written response will normally be provided within 20 working days
    • The response will include:
        ◦ A summary of the complaint
        ◦ Findings of the investigation
        ◦ Apology where appropriate
        ◦ Actions taken or planned
If additional time is required, the complainant will be kept informed.

8. Duty of Candour
Where a complaint identifies a notifiable safety incident, the clinic will act in line with the Duty of Candour, including:
    • An open and honest explanation
    • A sincere apology
    • Written confirmation of discussions
    • Evidence of learning and improvement

9. Learning and Improvement
All complaints will be:
    • Recorded in a Complaints Log
    • Reviewed for themes and trends
    • Used to inform:
        ◦ Service improvements
        ◦ Policy updates
        ◦ Professional reflection and CPD
Actions taken will be documented and reviewed for effectiveness.

10. Confidentiality
All complaints will be handled in confidence and in accordance with:
    • UK GDPR
    • Data Protection Act 2018
Information will only be shared where necessary and lawful.

11. If the Complainant Is Not Satisfied
If a complainant remains unhappy after the final response, they may contact:
Care Quality Commission (CQC)
The CQC does not investigate individual complaints but welcomes information about care quality.
Website: https://www.cqc.org.uk
Telephone: 03000 616161
Patients may also seek independent advice from advocacy services.

12. Record Keeping
Complaint records will be retained securely for a minimum of 8 years in line with professional and regulatory guidance.

13. Review of Policy
This policy was made on 29/06/2026, and will be reviewed:
    • Annually
    • Following any significant complaint or regulatory change