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Our Complaints Policy & Procedures

At Res Ipsa Ltd (trading as NeuroDiverseKids.co.uk), we are committed to providing high-quality online neurodevelopmental assessment services. We view feedback and complaints as vital opportunities to learn, improve, and strengthen the care we provide.

 

Our Commitment to You

We promise that raising a concern or making a complaint will never adversely affect the care, assessment, or support you or your child receives. We are committed to:

 

  • Treating you with dignity, fairness, and respect.

     

  • Ensuring our processes are clear, transparent, and timely.

     

  • Protecting your confidentiality in line with UK GDPR and the Data Protection Act 2018.

     

  • Making reasonable adjustments to ensure our complaints process is accessible to everyone.

     

How to Raise a Concern or Complaint

You can share your dissatisfaction through any of the following channels:

 

Important Note: We are an online-only service and do not provide emergency care. For urgent concerns or safety emergencies, please contact NHS 111 or 999.

 

Our Investigation Process

Stage 1: Early Resolution

We aim to resolve straightforward issues quickly—usually within 5 working days. All complaints are triaged within 48 hours by our Chief Operating Officer or Registered Manager.

 

Stage 2: Formal Investigation

If the issue is serious or cannot be resolved early, we will trigger a formal investigation.

 

  • Acknowledgement: We will acknowledge your complaint within 3 working days.

     

  • Updates: You will receive progress updates at least every 10 working days.

     

  • Resolution: We aim to provide a full written response within 28 working days. If there is a delay, we will explain why and provide a new timescale.

     

Stage 3: Independent Review

If you remain dissatisfied with our response, a senior leader who was not previously involved will conduct a final review and issue a response within 28 working days.

 

External Escalation

If we cannot resolve your complaint to your satisfaction, you may seek external advice:

  • NHS-Funded Work: You can contact the Parliamentary and Health Service Ombudsman (PHSO).

     

  • Private Work: You may seek legal advice or contact Citizens Advice.

     

  • Quality Concerns: You can share concerns about the quality or safety of care with the Care Quality Commission (CQC) at www.cqc.org.uk.

     

Accessibility Support

We can provide this policy in large print, easy-read, audio, or translated formats upon request. We also offer communication support and interpreters to assist those with disability-related or neurodivergent needs.

 

 

Policy Last Updated: 30 November 2025

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