Complaints Policy
1. Purpose
Equilibria Health (Glasgow) Ltd and Equilibria Neurodivergence Service Ltd. are committed to providing high-quality psychological and psychiatric services. The organisation recognises that, on occasion, service users or other stakeholders may wish to raise concerns or make a complaint.
This policy sets out a clear, fair, and transparent process for handling complaints in a timely and respectful manner. Complaints are viewed as an opportunity to improve service quality and strengthen governance.
2. Scope
This policy applies to complaints raised by:
1. Service users
2. Former service users
3. Carers or representatives (with appropriate consent)
4. Members of the public
It covers concerns relating to clinical care, professional conduct, administrative processes, communication, or any aspect of service delivery.
3. Principles
The organisation is committed to ensuring that:
1. Complaints are taken seriously and handled sensitively.
2. Individuals are treated with respect and without disadvantage for raising a concern.
3. Complaints are investigated fairly and proportionately.
4. Lessons learned are identified and implemented where appropriate.
5. Confidentiality is maintained in accordance with data protection legislation.
Raising a complaint will not negatively affect a service user’s care or treatment.
4. Informal Resolution
Where appropriate, concerns may initially be raised informally with the clinician involved or with the administrative team. Many issues can be resolved promptly through clarification, discussion, or explanation.
If the matter cannot be resolved informally, or if the individual prefers, a formal complaint may be submitted.
5. Formal Complaints Procedure
5.1 How to Make a Complaint
A complaint may be made:
- In writing (via email or letter)
- By requesting that a written summary be taken following a verbal complaint
Complaints will be accepted within six months after an event
Complaints should be addressed to the Head of Operations in the first instance. These can be submitted by email to adam@equilibriahealth.com
The complaint should include:
1. The name of the complainant
2. Details of the concern
3. Relevant dates and times
4. Any supporting documentation
If the complaint is made by someone acting on behalf of a service user, written consent may be required.
Alternatively, patient can submit a complaint to healthcare Improvement Scotland at any time. This can also be submitted to HIS if they are not happy with the outcome of the complaint investigation. Complaints can be submitted to HIS at anytime:
Complaints can be made to:
Programme Manager
Independent Healthcare Services Team
Healthcare Improvement Scotland
Gyle Square
1 South Gyle Crescent
Edinburgh
EH12 9EB
Email: his.ihcregulation@nhs.scot
The above information about complaints is easily accessibly on our website, currently visible live at https://www.equilibriahealth.com/termsandconditions
5.2 Acknowledgement
The organisation will acknowledge receipt of a formal complaint within 5 working days.
The acknowledgement will outline:
1. The process to be followed
2. The expected timeframe for investigation
3. The point of contact for updates
5.3 Investigation
An appropriate senior member of staff (e.g., Head of Operations or Head of Psychology) will review the complaint.
The investigation may include:
1. Review of clinical records or documentation
2. Interviews with relevant staff members
3. Consideration of policies and professional standards
The organisation aims to provide a written response within 20 working days. If the investigation is likely to take longer, the complainant will be informed of the reason and given an updated timeframe.
5.4 Outcome
The written response will:
1. Summarise the complaint
2. Outline the findings of the investigation
3. Provide an explanation where appropriate
4. Identify any actions taken or proposed
Where an error or shortcoming is identified, the organisation will take appropriate corrective action.
6. Escalation & Internal Review
6.1 Request for Internal Review
If a complainant remains dissatisfied following the outcome of the formal complaints investigation, they may request an internal review of the decision.
A request for review must be made in writing within 30 working days of the date of the formal complaint response. The complainant should clearly set out the reasons why they remain dissatisfied and identify any specific aspects of the complaint outcome they wish to have reviewed.
Requests received after this period will only be considered where there are exceptional circumstances.
The review will, wherever practicable, be undertaken by a senior member of the organisation who was not directly responsible for the original investigation. The review will consider whether:
• the complaint was investigated fairly and appropriately
• all relevant information and evidence were considered
• the conclusions reached were reasonable based on the available information and
• any actions identified were appropriate.
The organisation will acknowledge the request for review within 5 working days and aims to provide a written review outcome within 20 working days. Where additional time is required, the complainant will be informed of the reason for the delay and provided with an updated timeframe.
6.2 Final Outcome
The written review response represents the final stage of Equilibria Health (Glasgow) Ltd's internal complaints procedure.
Once the complaint and, where applicable, the internal review have been fully investigated and the final written outcome has been issued, the organisation's internal complaints process will be considered concluded. The decision of the internal review is final and no further internal review or appeal will be available.
The organisation will not enter into ongoing correspondence regarding matters that have already been fully investigated and addressed through the complaints process, unless significant new information is provided which could not reasonably have been made available during the original investigation or review.
This does not affect the complainant's right to raise their concerns with Healthcare Improvement Scotland or another relevant external regulatory or professional body.
6.3 External Escalation
A complainant may raise a complaint with Healthcare Improvement Scotland at any time, including where they remain dissatisfied following Equilibria Health's investigation or internal review.
Where the complaint relates to the professional conduct or practice of an individual regulated healthcare professional, the complainant may also raise concerns with the relevant professional regulator, as appropriate, including:
• General Medical Council (GMC) – doctors and psychiatrists
• Nursing and Midwifery Council (NMC) – nurses and nurse prescribers
• Health and Care Professions Council (HCPC) – practitioner psychologists.
Information regarding the appropriate external organisation and how to contact them will be provided to the complainant where relevant.
7. Confidentiality
All complaints will be handled confidentially and in accordance with data protection legislation. Complaint records will be stored securely and separately from clinical records where appropriate.
8. Record Keeping and Learning
A record of all complaints will be maintained for governance purposes. Complaints will be reviewed periodically to identify themes, patterns, or service improvements.
Learning outcomes may result in:
1. Policy updates
2. Staff training
3. Process improvements
9. Vexatious or Unreasonable Complaints
While all complaints are taken seriously, the organisation reserves the right to manage complaints that are demonstrably vexatious, abusive, or repetitive in a proportionate manner, while maintaining professionalism and fairness.
10. Review
This policy will be reviewed periodically to ensure it remains compliant with legal, regulatory, and best practice standards.