What if I have a complaint about the service I received?
If you are unhappy with the service you have received, the first step would be to communicate this to your case manager. Then we would recommend for your complaint to be made in writing to our complaints manager.
If you have difficulty communicating in writing, please let our practice manager know. We are here to help to you.
How do you deal with the complaint?
When we receive your complaint, we speak to the clinician involved and find out what has gone wrong. Then we will work with you to see how it can be resolved. Most complaints are resolved in this way.
Who can I make a complaint to Autism Unravelled?
A complaint can be made by anyone who is negatively affected by our service. If you are complaining on behalf of our client, we will first need to check with them that they are happy for us to respond to you. Please be assured that raising your concerns will not harm or prejudice the care you, or the person you care for, is given.
We should receive complaints no more than six months after the date of the action or event concerning the complaint.
Who can I contact about making a complaint?
If you need to speak to us about anything related to a complaint or to request a copy of our complaints policy, we ask for you to contact our complaints manager please use the following details:
Email: kerry@autism-unravelled.com
Telephone: 07548 835062
Post: Autism Unravelled, Edinburgh House, 19 Nassau Street, W1W 7AF
How long do you take to respond to my complaint?
Our complaints manager will acknowledge receipt of your complaint within three working days. Except in exceptional circumstances, you will receive a full written response to your complaint within 28 working days or we will keep you updated on the progress.
What if I am unsatisfied with the response, I receive from Autism Unravelled?
We aim to do all we reasonably can to resolve your complaint to your satisfaction. If you are unsatisfied with our response for any reason, we will then ask other professionals to look at how we have responded and if they feel that we have not been fair and transparent then they may amend the response.
We are subscribed to the Independent Healthcare Sector Complaints Adjudication Service (ISCAS). If you are still unsatisfied with our response after it has been reviewed internally then we will refer your complaint to them for independent resolution.
Will you keep my complaint confidential?
Your complaint will only be shared with relevant staff members and our directors to ensure we can properly investigate and respond within the 28 working days. We will then use any issues and learning that arise from this as part of our ongoing development, please note that your personal details will not be shared.