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Complaints Procedures

You can make a complaint by email or post.

You can send an email to or in writing to Dr Sally Moorcroft, Orchard Barn, Station Road, Stallingborough, North East Lincs, DN41 8AJ.

We have a 2-stage complaints procedure. At each stage it will help us to resolve your complaint quickly if you can give us as much clear detail as possible, including any documents and correspondence and stating that you are making a complaint in line with our procedure.

Stages of the complaints procedure

Stage 1                                                                          

This is the first opportunity for the company to resolve a complainant’s dissatisfaction, and the majority of complaints will be resolved at this stage. In the first instance, we will try to get your complaint resolved by the Head or Director of the area or team against whom the complaint has been made. Upon receipt of your complaint we will contact the relevant team member to deal with your complaint.

​Stage 2

If you are dissatisfied with this response you may request a review by the other director. Your request should be sent to the help desk at the address given below, who will forward your request to the director of the relevant team or unit for a review.

At each stage, please send your complaint or request for review to the help desk.

Timescales for handling a complaint

Stage 1 - maximum 20 working days

  • acknowledgement within 5 working days

  • full response within 20 working days


Stage 2 - maximum 20 working days

  • acknowledgement within 5 working days

  • full response within 20 working days


Extending the time limits

We aim to complete all complaints within the timescales above; however, if a complaint is very complex it may occasionally be necessary to extend the time limit. If this is the case, we will keep the complainant informed of progress with the investigation, the reasons for the delay, and the new deadline.

Following any stage of the procedure, a complainant has a maximum of 28 days from the date of the final response to request that their complaint be progressed.

How to complain

All complaints received will be dealt with confidentially and in accordance with the requirements of the Data Protection Act 1998.


A complaint is an expression of dissatisfaction, whether justified or not.

Our policy covers complaints about:

  • the standard of service we provide

  • the behaviour of our staff

  • any action or lack of action by staff affecting an individual or group

Our complaints policy does not cover:

  • matters that have already been fully investigated through this complaints procedure

  • anonymous complaints

  • services of external companies who we use

Our standard for handling complaints

  • we treat all complaints seriously, whether they are made by letter or by email

  • you will be treated with courtesy and fairness at all times - we would hope, too, that you will be courteous and fair in your dealings with our staff at all times

  • we will treat your complaint in confidence within the department

  • we will deal with your complaint promptly - we will acknowledge receipt of a written complaint within 5 working days and we will send you a full reply within 20 working days of receipt

  • if we cannot send a full reply within 20 working days of receipt we will tell you the reason why and let you know when we will be able to reply in full

We treat as a complaint any expression of dissatisfaction with our service which calls for a response. We listen to your complaints, treat them seriously, and learn from them so that we can continuously improve our service.

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