Complaints Policy

Serene Health Innovations

Effective Date: 01/06/2026

At Serene Health Innovations , we are committed to delivering safe, professional, compassionate, and high-quality care. We recognise that there may be occasions when patients or visitors feel dissatisfied with an aspect of our service.

We welcome feedback, concerns, suggestions, and complaints as an important opportunity to improve our standards of care and patient experience.

This Complaints Policy explains how complaints can be raised, investigated, and resolved.

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1. Purpose of This Policy

The purpose of this policy is to:

• Ensure complaints are handled fairly, consistently, and efficiently

• Provide a clear process for patients wishing to raise concerns

• Support early resolution wherever possible

• Ensure complaints are investigated appropriately and confidentially

• Promote continuous improvement within the Clinic

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2. Scope of This Policy

This policy applies to complaints relating to:

• Clinical care and treatment

• Communication with clinicians or staff

• Administrative processes

• Appointment booking or cancellations

• Fees and invoicing

• Confidentiality or data handling concerns

• Website or service-related concerns

This policy applies to all patients, relatives, carers, representatives, and website users.

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3. Our Commitment to Patients

We are committed to:

• Treating all complainants with courtesy, fairness, and respect

• Handling complaints confidentially and sensitively

• Responding within reasonable timescales

• Investigating concerns objectively and thoroughly

• Taking appropriate action where improvements are identified

• Ensuring that raising a complaint does not negatively affect ongoing or future care

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4. Informal Resolution

Where appropriate, we encourage patients to raise concerns as soon as possible so that issues may be resolved quickly and informally.

Many concerns can be addressed promptly through discussion with the relevant clinician or member of staff.

If informal resolution is not possible or appropriate, a formal complaint may be made.

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5. How to Make a Formal Complaint

Formal complaints may be submitted:

• By email

• In writing

• By telephone

Complaints should include:

• Your full name and contact details

• The name of the patient (if different)

• A clear description of the concern or complaint

• Relevant dates, appointment details, or clinician names

• Copies of any supporting documentation where relevant

• Details of the outcome you are seeking, if applicable

Complaints should be sent to:

Serene Health Innovations

Email: sadiya@serenehealthinnovations.co.uk

Phone: 07575316448

Address: 634 Wakefield road, Huddersfield, HD5 8PZ

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6. Complaint Handling Procedure

6.1 Acknowledgement

We aim to acknowledge all formal complaints within [5] working days of receipt.

The acknowledgement may include:

• Confirmation that the complaint has been received

• The name of the person handling the complaint

• An outline of the next steps

• An estimated timeframe for response

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6.2 Investigation

Complaints will be investigated appropriately and proportionately depending on the nature and seriousness of the concern.

Investigations may involve:

• Reviewing medical records and documentation

• Reviewing communication records

• Speaking with clinicians, staff members, or relevant third parties

• Reviewing Clinic policies and procedures

Where necessary, external professional advice may also be sought.

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6.3 Response

We aim to provide a full written response within 28 working days where reasonably possible.

If additional time is required due to the complexity of the complaint or the availability of information, we will keep the complainant informed of progress and revised timescales.

Responses may include:

• Findings of the investigation

• An explanation of what occurred

• Any actions taken or proposed

• An apology where appropriate

• Information regarding further escalation options

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7. Confidentiality and Data Protection

All complaints are handled confidentially and in accordance with:

• UK General Data Protection Regulation (UK GDPR)

• Data Protection Act 2018

• Professional confidentiality obligations

Information relating to complaints will only be shared where necessary for investigation and resolution.

Where a complaint is made on behalf of another person, we may require written consent before disclosing confidential information.

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8. Unreasonable or Abusive Behaviour

The Clinic is committed to treating all patients respectfully and expects the same in return.

We reserve the right to limit or discontinue communication where behaviour is:

• Abusive

• Threatening

• Discriminatory

• Harassing

• Excessive or unreasonable

This will not affect a patient’s right to raise a legitimate complaint.

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9. Learning and Quality Improvement

Complaints are reviewed as part of the Clinic’s governance and quality improvement processes.

Where appropriate, complaints may lead to:

• Staff training

• Policy updates

• Service improvements

• Clinical review processes

Our aim is to learn from feedback and continuously improve patient care and experience.

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10. Escalation and External Organisations

If you remain dissatisfied after receiving our final response, you may choose to seek further advice or escalate your concerns to the relevant external organisation.

Depending on the nature of the complaint, this may include:

Clinical Concerns

General Medical Council

GMC Website

Independent Healthcare Regulation (if applicable)

Care Quality Commission

CQC Website

Data Protection Concerns

Information Commissioner’s Office

ICO Website

Please note that regulatory organisations may have their own eligibility criteria and complaint procedures.

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11. Policy Review

This Complaints Policy will be reviewed periodically and updated where necessary to reflect:

• Changes in legislation

• Regulatory guidance

• Clinical governance requirements

• Operational changes within the Clinic

Updated versions will be published on this website.

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Contact Information

Serene Health Innovations

Email: sadiya@serenehealthinnovations.co.uk

Phone: 07575316448

Address: 634 Wakefield road, Huddersfield, HD5 8PZ