Compliments & Complaints Procedure

Compliments and Complaints Procedure

Providing positive feedback or making a complaint is extremely easy. 

Feeding together sets high standards across the full range of services offered. Whilst I aim to achieve these standards all the time, I have a procedure for dealing with Compliments and complaints that ensures they are given proper care and attention.

After your consultation, you will have the opportunity to complete a feedback form and provide feedback on your experience of the service provided at Feeding Together.

If you have any complaint or concern about the service, you have received from Feeding together, you are entitled to ask for an explanation.

I operate an in-house complaints procedure to deal with your complaint. This procedure does not deal with matters of legal liability or compensation.

My promise to you

I will: 

• Listen to your complaint or concern.
• Respond by establishing a clear, appropriate plan of action, and provide you with relevant support and advice.
• Improve the service however I can.

The Regulatory body, Care Quality Commission (CQC) are keen to receive feedback on the services they regulate and can be accessed to provide feedback here: www.cqc.org.uk/contact-us (online form) or email enquiries@cqc.org.uk.

Feedback directly to the CQC can be made directly to www.cqc.org.uk/tellus

If, for whatever reason you are unhappy with the service you have received and would like to make a complaint, you can do so either verbally or in writing by speaking to Rebecca at Feeding together. face to face or via email: Rebecca@feedingtogether.co.uk

Please share a preferred method of contact and specify contact details (email, telephone, address) so that I can contact you to acknowledge your complaint and to provide feedback to you.

You may choose to make an anonymous complaint, however in this instance there is no way of feedback and so it may not be possible to provide details on actions or acknowledgement.

Making a complaint does not compromise consent OR confidentiality during the complaints process, unless there are professional or statutory obligations that make this necessary, such as safeguarding and where details of any complaints are to be shared with the insurance provider as per insurance policy.

It is only through patient feedback, satisfaction surveys and complaints that our business can learn what we are doing well and how we can improve our service. 

Feedback received will be reviewed by Feeding together on a regular basis and this forms part of the feedback and complaints annual peer review, which takes place with another qualified Practitioner within the same field of care to assess whether any actions need to be taken.

All complaints will be very seriously at Feeding Together and making a complaint does not mean that there will be any impact on the care that you receive.

A record of your complaint will be held, and you will receive acknowledgement in writing within 3 working days to say that your complaint has been received, and a full written response in 20 working days of making the complaint Please make sure you have provided a form of contact so the acknowledgement can be sent to you.

A timescale for response will be agreed with you and all practical measures will be taken to keep within timescale. You will be notified by email if there is any delay in responding to your complaint.



Actions will be identified, and you will be notified within the agreed timescale of the outcome and actions from your complaint.

If after receiving feedback, you are not happy with the outcome or actions there are other routes you can take for further guidance, information, or support.

You can contact the Nursing and Midwifery Council (NMC): http://www.nmc.org.uk/concerns-nurses-midwives/concerns-complaints-referrals/

and/or the Association of Tongue Tie Practitioners (ATP): http://www.tongue-tie.org.uk

Should your complaint be in relation to the handling and/or processing of information, you can contact the Information Commissioners’ Office (ICO) 0303 1231113 www.ico.org.uk Registration Number: ZB525849

A record of all complaints is kept and the processes of how complaints are managed is reviewed every year.

Where any training needs or needs to amend policy or procedure will take place in a timely manner and where your complaint has highlighted any risks to service users, these will be logged and dealt with immediately.

A peer review will take place where other another qualified practitioner within the same field of care will review your complaint and provide an objective or non-biased opinion on any findings and actions.

Every service user will have the opportunity to provide feedback on how the service is being delivered and this will be monitored.