COMPLAINTS POLICY
LONDON NEURO SUPPORT
COMPLAINTS POLICY
Last Updated: June 2026
At London Neuro Support, we are committed to providing a professional, supportive and high-quality service to children, families and professionals.
We value feedback and take all concerns and complaints seriously. Complaints help us improve our services and ensure we continue to provide the highest possible standard of care and support.
OUR COMMITMENT
We aim to:
• Treat all families fairly and respectfully
• Respond to concerns promptly
• Investigate complaints thoroughly
• Learn from feedback
• Resolve issues wherever possible
RAISING A CONCERN
If you are unhappy with any aspect of our service, we encourage you to raise the matter with us as soon as possible.
Many concerns can be resolved quickly through informal discussion.
Concerns may relate to:
• Customer service
• Appointments
• Communication
• Administrative processes
• Clinical services
• Reports and documentation
• Website or booking issues
HOW TO MAKE A COMPLAINT
Complaints should be submitted in writing by email wherever possible.
Email:
info@londonneurosupport.co.uk
Telephone:
020 7101 3140
Correspondence Address:
London Neuro Support
3rd Floor
45 Albemarle Street
Mayfair
London
W1S 4JL
Please include:
• Your name
• Contact details
• Child’s name (if relevant)
• Details of the complaint
• Relevant dates
• Any supporting information
COMPLAINT HANDLING PROCESS
Stage 1 – Acknowledgement
We aim to acknowledge complaints within 5 working days.
Stage 2 – Investigation
We will review the information provided and, where necessary:
• Review records
• Speak with relevant team members
• Request additional information
• Consider appropriate actions
Stage 3 – Response
We aim to provide a written response within 20 working days wherever reasonably possible.
If additional time is required, we will keep you informed.
OUTCOMES
Following investigation, outcomes may include:
• Explanation of events
• Clarification of misunderstandings
• Apology where appropriate
• Service improvements
• Review of procedures
• Further discussion if required
UNREASONABLE OR ABUSIVE BEHAVIOUR
London Neuro Support expects all communication to remain respectful.
We reserve the right to limit communication where behaviour is abusive, threatening, discriminatory or unreasonable.
DATA PROTECTION
Complaints information will be handled in accordance with our Privacy Policy and applicable data protection legislation.
Complaints records will be stored securely and accessed only by those involved in managing the complaint.
SAFEGUARDING
Where a complaint raises safeguarding concerns regarding a child or vulnerable person, London Neuro Support may take immediate safeguarding action and share information with appropriate authorities where necessary.
CONTINUOUS IMPROVEMENT
Complaints and feedback are reviewed regularly to help improve our services, systems and client experience.
CONTACT DETAILS
London Neuro Support
3rd Floor
45 Albemarle Street
Mayfair
London
W1S 4JL
Telephone:
020 7101 3140
Email:
info@londonneurosupport.co.uk
Websites:
www.londonneurosupport.co.uk
www.londonneurosupport.com