Last updated: 16/01/2026
ADHDNET is committed to providing high‑quality services and ensuring that all individuals are treated with dignity, respect, and fairness. We welcome feedback and take all complaints seriously. This policy explains how you can raise a concern, how we handle complaints, and what you can expect from us in line with the Care Quality Commission (CQC) requirements.
1. Our Commitment to You
We aim to:
- Make it easy for anyone to raise a concern
- Acknowledge complaints promptly
- Investigate all complaints thoroughly and fairly
- Provide clear, timely responses
- Learn from complaints to improve our services
- Meet our obligations under the Duty of Candour when something goes wrong
- Ensure no one is maltreated for making a complaint
2. What You Can Complain About
You may raise a complaint about:
The quality of service you received
Communication or administrative issues
Conduct or behaviour of staff
Delays or concerns about processes
Any aspect of your experience with ADHDNET
We encourage you to raise concerns as soon as possible so we can address them promptly.
3. How to Make a Complaint
You can make a complaint in any of the following ways:
By email:
Verbally: If you prefer to speak to someone, we will arrange a suitable time
Complaints may be made by:
- The individual directly
- A representative (with consent)
- A family member or advocate
We will make reasonable adjustments for accessibility needs.
4. What Happens After You Make a Complaint
Step 1 - Acknowledgement
We will acknowledge your complaint within 3 working days.
Step 2 - Investigation
A senior member of the team or the Registered Manager will:
- Review the details of your complaint
- Gather relevant information
- Speak to staff involved (if applicable)
- Assess what happened and why
Step 3 - Response
We aim to provide a full written response within 20 working days.
If the investigation requires more time, we will:
- Inform you of the delay
- Explain the reason
- Provide an updated timeframe
Step 4 - Resolution
Our response will include:
- A summary of the investigation
- Findings and conclusions
- Any actions taken
- Any learning or improvements made
If we identify that something went wrong, we will be open and transparent in line with the Duty of Candour.
5. If You Are Not Satisfied
If you are unhappy with the outcome, you may request an internal review. This will be carried out by a senior member of the organisation not previously involved.
If you remain dissatisfied after our internal process, you may escalate your concern to:
- For NHS‑funded services (Right to Choose)
- Parliamentary and Health Service Ombudsman (PHSO)
They review complaints about NHS‑funded care once the provider’s process is complete.
For private services:
- You may seek independent advice or raise concerns with relevant professional bodies.
For concerns about safety or quality of care:
- Care Quality Commission (CQC)
Note: The CQC does not resolve individual complaints, but it welcomes information to support its regulatory oversight.
6. Confidentiality
All complaints are handled confidentially. Information is shared only with those involved in investigating and resolving the issue. Your care or access to services will never be affected by raising a complaint.
7. Learning From Complaints
We record, review, and monitor all complaints as part of our governance processes. This helps us:
- Identify themes or recurring issues
- Improve service quality
- Strengthen communication and processes
- Ensure compliance with CQC regulations
Learning outcomes are reviewed by senior leadership and incorporated into service improvements.
8. Contact Details
ADHDNET – Complaints Team
Email:
