How to make a complaint about your provider
If you have a concern about your treatment
Every practitioner and clinic on the Treatments you can Trust Register is there to serve you well and honestly.
Sometimes you may have a concern about the way you were treated. We tell you here how we ensure you are heard and a fair result is achieved.
There are three stages at which you may obtain satisfaction.
Before admitting your clinic to the Treatments you can Trust Register, we checked that your clinic has a protocol for hearing your concerns and for helping sort them out to everyone’s satisfaction. It will be called something like “How to make a complaint”. This protocol will be easy to understand and always available to you.
- First you must tell the clinic or practitioner of your cause for concern.
- Secondly, if you and your clinic or practitioner cannot agree, then your clinic has agreed to put your concern to its Head office, if there is one. If there is no Head office, then it will ask us at Treatments you can Trust. We will appoint an independent mediator, paid for by your clinic.
- Thirdly, independent mediation. If you remain dissatisfied with the reply given by your clinic, and your clinic has written to you saying that is their final position on the matter, then you can write to Treatments you can Trust at the address shown on this website requesting “Stage 2 complaint procedure”.
An application to the Service must be made by the patient on the designated application form provided by Treatments you can Trust.
We at Treatments you can Trust will refer your complaint to the Centre for Effective Disputes Resolution (CEDR) whose expert mediators will facilitate further dialogue between you and the clinic and help both parties find a suitable settlement of the issues. The service is free of charge to you. It is quick and hassle-free.
Any settlement reached is legally binding once it has been put into writing and signed by the parties.
Mediation by CEDR is the final stage in resolving a dispute under Treatments you can Trust arrangements.
Applications related to disputes that are, or have been, subject to court action or ADR provided by another body cannot be accepted.
The Centre for Effective Dispute Resolution (CEDR) is a London-based mediation and alternative dispute resolution body. It was founded as a non-profit organisation in 1990, with the support of The Confederation of British Industry (CBI) and a number of British businesses and law firms, to encourage the development and use of Alternative Dispute Resolution (ADR) and mediation in commercial disputes. It is entirely independent of both your clinic and Treatments you can Trust.
What is mediation?
Mediation is an informal process for settling disputes through direct negotiations. A trained mediator contacts the parties directly, usually by telephone, to attempt to facilitate mutually acceptable resolution to the complaint.
Who are the mediators?
The mediators have all been trained and accredited under CEDR Mediator skills training course to be professional mediators. CEDR Accreditation is internationally recognised as the standard of excellence.
What if your complaint is about the professional conduct of your practitioner?
Put simply, have they put your welfare first and foremost?
If you believe they have not, you have the right to refer your complaint straight to a statutory Professional Regulator (i.e., one set up by Parliament).
We may also do this if we think that what you have told us merits us doing so.