Complaints Procedure – The Guildhall Practice
At The Guildhall Practice, we are committed to providing the highest standard of care to all our service users. Your feedback helps us continuously improve our services, ensuring we meet your needs and deliver an excellent experience. If you have concerns or are dissatisfied with any aspect of our care, please let us know. We take all feedback seriously and will respond promptly and professionally to any issues raised.
How to Make a Complaint
We aim to resolve all complaints quickly and effectively. Our complaints procedure includes three stages to ensure your concerns are thoroughly addressed:
Stage 1 – Local Resolution
In the first instance, please raise your complaint directly with our team, either in person, by phone, via email, or through our feedback form. We aim to acknowledge all complaints within 3 working days and respond fully within 20 working days. Our CQC Registered Manager or a designated Complaints Manager will conduct a full investigation, including meetings or interviews if necessary, to resolve the issue swiftly and fairly.
Stage 2 – Internal Appeal
If you are not satisfied with the outcome of Stage 1, you may request a further review. A senior member of our team not involved in the initial handling of your complaint will objectively review your case, including any documentation and actions taken. We aim to complete this stage within three months and will keep you informed of progress throughout.
Stage 3 – Independent External Review
If you are still not satisfied after completing Stages 1 and 2, you may escalate your complaint to an independent adjudicator. We work with the Independent Sector Complaints Adjudication Service (ISCAS) for an impartial review. Details of how to contact ISCAS or other independent advice services (such as Citizens Advice or the Patients Association) are available upon request.
Our Commitment to You
Confidentiality and Respect: Your complaint will be handled sensitively, confidentially, and without impacting your future care.
Timeliness and Transparency: We aim to acknowledge and resolve complaints promptly, keeping you informed at each stage.
Continuous Improvement: Complaints are a valuable source of feedback. We use each one as an opportunity to improve our services, train our staff, and refine our policies.
Contact Us
To make a complaint, please contact us in any of the following ways:
By phone: 0121 441 2626
By email: complaints@theguildhallpractice.co.uk
In person: Visit us at one of our clinics
By mail: The Guildhall Practice, Cornwall Buildings, 45 Newhall St, Birmingham B3 3QR
Alternatively, you can leave feedback via the feedback form available on this website or at any of our reception areas.
For any questions about our complaints procedure, please feel free to reach out. We value your feedback and are here to help ensure a positive experience at The Guildhall Practice.
The Guildhall Practice Complaints Policy is available upon request in alternative formats, including printed copies, audio versions or translations into other languages.