Complaints Policy

 

Last Updated: 15th April, 2024

Welcome to Concordia Clinic, a specialist Therapy Clinic & Recovery Centre. We value your feedback and are committed to addressing any concerns you may have about our services. This Complaints Policy outlines our process for handling complaints to ensure a positive experience for all individuals utilising our services.

 

How to Make a Complaint

If you have a complaint, we encourage you to reach out to us as soon as possible. You can submit a complaint through one of the following channels:

  • Email: info@concordiaclinic.com
  • Phone: 0775 936 7504
  • In Person: 64 St Anne Street, Liverpool, L3 3DY

When making a complaint, please provide the following information:

    • Your name and contact details.
    • A clear description of the complaint, including any relevant dates and individuals involved.
    • Any supporting documentation or evidence.

 

What Happens Next

 

Acknowledgement

Upon receiving your complaint, we will acknowledge it within 3 business days. This acknowledgement will include the name and contact details of the person handling your complaint.

 

Investigation

Our team will thoroughly investigate the issues raised in your complaint. This may involve gathering additional information, consulting relevant parties, and assessing our internal processes.

 

Resolution

We aim to resolve all complaints within 3 days of acknowledgement. If the investigation takes longer, we will keep you informed of the progress and provide an estimated resolution timeframe.

 

Communication

Throughout the process, we will communicate with you openly and transparently. If additional information is needed or if there are any delays, we will keep you informed of the status of your complaint.

 

Escalation

If you are dissatisfied with the resolution of your complaint, you have the option to escalate the matter. Please indicate your desire to escalate, and your complaint will be reviewed by a senior member of our team.

 

Continuous Improvement

At Concordia Clinic, we view complaints as opportunities for improvement. Your feedback helps us identify areas where we can enhance our services and better meet the needs of those we serve.

 

Your Privacy

All information provided in the course of a complaint will be treated with the utmost confidentiality. We will only share information with individuals directly involved in the resolution process.

 

Contact Information

If you have any questions about our Complaints Policy or need assistance in making a complaint, please contact our Complaints Department at info@concordiaclinic.com or 0775 936 7504.

Thank you for choosing Concordia Clinic. We are here to support you on your journey to therapy and recovery, and we are committed to ensuring that your experience with us is positive and supportive.