Complaints & feedback
If something has gone wrong, we want to know. We take every complaint seriously, investigate it properly and use what we learn to improve.
Step 1: Tell us
Most concerns can be resolved quickly by speaking to your patient coordinator or the clinician involved. If you would rather make a formal complaint, email admin@adhddoctors.co.uk, write to ADHD Doctors, 10 Harley Street, London W1G 9PF, or call [Phone number]. Please include your name, date of birth, contact details and what happened.
Step 2: Our response
- We acknowledge your complaint within 3 working days.
- A senior manager or our Medical Director investigates, speaking with everyone involved and reviewing records.
- We send a full written response within 20 working days. If the investigation takes longer, we will tell you why and keep you updated.
Step 3: Review
If you are not satisfied with our response, you can ask for a review by our Registered Manager, who will consider whether the complaint was handled fairly and the conclusions were reasonable. We respond within 20 working days of your request.
Step 4: Independent adjudication
If you remain dissatisfied after our internal process, you can refer your complaint to the Independent Sector Complaints Adjudication Service (ISCAS), of which ADHD Doctors is a subscriber, within six months of our final response.
You can also share concerns with the Care Quality Commission at any time. The CQC does not investigate individual complaints but uses information to inform its inspections.
Our promise
Making a complaint will never affect the care you receive. Complaints are handled confidentially and in line with our privacy policy.