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Complaints Procedure

Customer Service Commitment

Clement is committed to providing excellent customer service at all times. We strive for quality improvement in line with the international guidelines and quality standards, to ensure the efficacy and effectiveness of our treatments and interventions. We are continuously seeking to improve our service and value your feedback.

If you are dissatisfied with the treatment or service you have received, or have a concern or complaint about any aspect of our services, this document will explain how you can report an issue.

What You Can Expect From Us

  • We will ensure all complaints are handled promptly, openly and thoroughly.
  • Our complaints procedure will be fair for both complainant and staff.
  • We will ensure the process is supportive and without blame, leading to improved standards of service.
  • We will carry out a full investigation which is focused on resolution and being open and honest with all complainants.
  • If a resolution cannot be reached at a local level, we will inform the complainant about how to obtain an independent review.

How to Report an Issue, Provide Feedback or Make a Complaint

You may wish to speak to the member of staff directly; this can be face to face or over the telephone and we will do our best to provide a resolution for you.

Alternatively, you may wish to contact our Board to provide feedback, to raise a concern, or to make a formal complaint at hello@clementmind.com

If you are complaining on behalf of someone else, please include their written consent as this will speed up the process.

If you wish to raise a concern, or expression of dissatisfaction, we will undertake an internal review and take corrective action where appropriate, but you will not receive a formal response following our investigation.

How We Manage Complaints

If you wish to make a formal complaint, on receipt of your complaint we will:

  • Acknowledge your complaint in writing within three working days.
  • Fully investigate the issues raised. This may involve a discussion with you.
  • We aim to provide a full written response within 20 working days of acknowledgement of your complaint. However, this time frame may vary depending on the complexity of your complaint.
  • Where appropriate, our response will explain any corrective action that we will take and an explanation of any rejection of part, or all, of your complaint.
  • Your complaint will remain confidential, if you wish, provided this is practical.

Independent Advice and Help

We hope that if you have a problem, you will use our complaints procedure. We believe this provides the best chance to put right whatever has gone wrong and provides us with an opportunity to improve our service.

If you would prefer independent advice in the first instance, then you should consult with the person or organisation that referred you to us.

If you self-referred then you have the option to refer the matter and gain independent advice through The Patient Advice & Liaison Service (PALS).

To know more about the service and search for your local PALS, please visit:
https://www.nhs.uk/service-search/patient-advice-and-liaison-services-(PALS)/locationsearch/363

If You Are Unhappy With Our Response

If you are dissatisfied with the way ABM Psychological Services has dealt with your complaint, you can take the following steps:

  1. The Health and Care Professions Council
    Park House, 184–186 Kennington Park Road, London, SE11 4BU
    Phone: 0300 500 6184
    Website: https://www.hcpc-uk.org/concerns/raising-concerns/
  2. The Advocacy People
    PO Box 375, Hastings, East Sussex, TN34 9HU
    Email: info@theadvocacypeople.org.uk
    Phone: 0330 440 9000
    Text: 80800, starting message with PEOPLE
    Website: https://www.theadvocacypeople.org.uk