Dick White Referrals

Feedback Policy

 
 

Dick White Referrals Feedback Policy

Dick White Referrals welcomes all feedback and, while we hope for positive comments, we always view complaints as an opportunity to learn and improve for the future, as well as a chance to address the concerns of the person(s) making the complaint. If you would like to give us any feedback at all, please email us: feedback@dwr.co.uk

Our complaints policy is:

  • to provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint;
  • to publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
  • to make sure everyone at Dick White Referrals knows what to do if a complaint is received;
  • to make sure all complaints are investigated fairly and in a timely way;
  • to make sure that complaints are, wherever possible, resolved and that relationships are repaired;
  • to gather information which helps us to improve our service.

Definition of a complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Dick White Referrals.

Where complaints come from

  • Complaints may come from any member of the public, but complaints relating to a registered client, must be received directly from the client
  • A complaint regarding the level of service, or the accounts process can be received by email, or in writing, within 2 months of the event. Complaints received outside of this time frame will not be investigated unless the complaint is in relation to the professional conduct of a member of staff. Guidelines relating to professional conduct can be obtained from the RCVS

Confidentiality

All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

Contact details for complaints:

Written complaints should be sent to Clinical Director, Dick White Referrals at Station Farm, London Road, Six Mile Bottom, Newmarket, CB8 0UH or by e-mail to rf@dwr.co.uk

The Process:

Stage One

  • We aim to acknowledge the complaint within 7 days
  • The complaint will be investigated by the relevant department
  • We aim to provide a definitive reply within 4 weeks. If this is not possible because, for example, an investigation has not been fully completed, a progress report will be sent with an indication of when a full reply will be given
  • The reply will describe the action taken to investigate the complaint, the conclusions from the investigation and any action taken as a result of the complaint

Stage Two

  • If the complainant feels that the problem has not been resolved satisfactorily at Stage One, they can request that the complaint be reviewed by the Clinical Director
  • We aim to acknowledge the request for review within 7 days
  • The Clinical Director will review the complaint, the investigation completed at Stage One and perform any further investigations they feel necessary
  • We aim to provide a definitive reply within 4 weeks. If this is not possible because further investigation was required and this is on-going, a progress report will be sent with an indication of when a full reply will be given
  • Whether the complaint is upheld or not, the reply will describe the action taken review the Stage One investigation, the conclusions from the review, and any action taken as a result of the review
  • The decision taken at this stage is final

Monitoring and learning from complaints

Complaints are reviewed annually to identify any trends that may indicate a need to take further action.

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