Cura Psychology Complaints Policy

Clinical Psychology Service (UK)

1. Purpose of This Policy?
This Complaints Policy explains how service users, carers, and members of the public can raise concerns or complaints about the Clinical Psychology Service. It outlines how complaints will be managed, investigated, and resolved in a fair, transparent, and timely manner.

The service is committed to learning from feedback and continuously improving the quality of care.

2. Scope

This policy applies to:

• All service users, prospective service users, and carers.
• Anyone affected by the actions or decisions of the Clinical Psychology Service.
• All staff (permanent, temporary, trainees, assistants, and contractors).

Complaints may relate to:

• Quality of care or treatment.
• Communication, attitude, or behaviour of staff.
• Administrative processes (e.g., scheduling, waiting lists, documentation).
• Safeguarding, dignity, and respect.
• Any aspect of service delivery.

This policy does not apply to:

• Requests for clinical records (handled via Data Protection processes).
• Matters under active legal investigation.
• Concerns relating to staff conduct raised by employees (handled under HR procedures).

3. Principles

The service is committed to ensuring that all complaints are:

• Taken seriously.
• Handled without discrimination or prejudice.
• Investigated promptly and proportionately.
• Managed in line with confidentiality and data protection laws (UK GDPR & DPA 2018).
• Used to support service improvement and staff learning.
• Service users will never be treated differently for raising a complaint.

4. How to Raise a Concern or Make a Complaint

4.1 Informal Resolution (Stage 1)

Where appropriate, concerns can be raised directly with the staff member involved or with the Service Lead. Many issues can be resolved quickly through discussion. Informal concerns will be acknowledged within 5 working days.

4.2 Formal Resolution (Stage 2)

A formal complaint can be made verbally or in writing.  Complaints should be sent to the Service Lead / Clinical Director / Complaints Manager.

Ways to submit a complaint:

• Email.
• Written letter.
• Telephone.
• In-person request.
• Through an advocate or representative.

If the complainant requires support (e.g., due to disability, vulnerability, or communication needs), reasonable adjustments will be made.

5. Timeframes for Handling Complaints
Acknowledgement – all formal complaints will be acknowledged within 3–5 working days.
Investigation – a fair and proportionate investigation will be completed within 20 working days where possible.
If the investigation takes longer, the service will provide an explanation, a revised timescale, and regular updates.

Outcome
Complainants will receive a written response outlining:

• Findings.
• Any upheld elements.
• Remedial actions or service improvements.
• Information about next steps if they remain dissatisfied.

6. Complaint Investigation Process
Depending on the nature of the complaint, the investigation may include:

• Reviewing clinical records and documentation.
• Speaking with relevant staff members.
• Seeking clinical advice or supervision.
• Offering the complainant a meeting to discuss concerns.
• Reviewing relevant policies and procedures.
• Where a complaint involves potential risk, harm, or professional misconduct, the Service Lead may escalate to safeguarding procedures or external regulatory bodies as required.

8. Support for Complainants
The service recognises that making a complaint can be stressful. Support may include:

• Access to an advocate.
• Information in accessible formats.
• Assistance from staff not directly involved in the complaint.
• Making a complaint will not adversely affect the complainant’s care.

9. When Complaints Involve Clinical Psychology Trainees

If the complaint concerns a trainee:

• The relevant training course and supervisor may be notified.
• The investigation will consider relevant HCPC Standards of Conduct, Performance and Ethics.

10. Escalation and External Review
If the complainant is dissatisfied with the outcome, they may escalate to:

• NHS Services (if applicable).
• NHS Trust Patient Advice and Liaison Service (PALS).
• NHS England for independent review.
• Regulatory Bodies.

For concerns about a psychologist’s professional conduct:

• Health and Care Professions Council (HCPC) – for registered Practitioner.
• Psychologists.
• British Psychological Society (BPS) – for members.

Contact details will be provided upon request.

11. Learning from Complaints
The service will:

• Review complaint themes annually.
• Identify training needs.
• Make improvements to policy, communication, and clinical processes.
• Share learning with staff (anonymously).

12. Review of this policy
This policy will be reviewed every two years, or sooner if:
Legislation changes, best-practice guidance updates, or a serious incident requires policy revision.

13. Formats
This policy can be made available in different formats including large text, PDF or leaflet form if you require.  Please contact us for more information. Contact details can be found below.