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 available to you on request.
- First you should, without delay, tell the clinic or practitioner of your cause for concern and be willing to seek a mutually satisfactory outcome.
- Secondly, if you and your clinic or practitioner cannot agree, then your practitioner undertook when admitted to the TYCT Register to put your concern to its Head office, if there is one, for review. (The intention of this is to give a less involved review and an opportunity to settle at a higher level of responsibility than the practitioner). This process should take no more than 20 days.
- If there is no Head office, then it will ask us at Treatments you can Trust to find an independent mediator, which we will do within 4 working days and inform you and the practitioner how to proceed.
- Thirdly, in the unlikely event that mediation does not produce a result acceptable to both parties, then the mediator will refer the matter to the TYCT Governance Board.
- The Treatments you can Trust Governance Board will, after obtaining your undertaking to accept our conditions below, 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.
- Our conditions are:-
- You accept the CEDR Treatments You Can Trust Conciliation Rules - (PDF 109 KB)
- You accept that any settlement reached is legally binding once it has been put into writing and signed by the parties.
- You understand that applications related to disputes that are, or have been, subject to court action or Alternative Disputes Resolution provided by another body, cannot be accepted.
- You understand that Mediation by CEDR is the final stage in resolving a dispute under Treatments you can Trust arrangements.
- You understand that the TYCT has adopted the Independent Healthcare Sector Complaints Adjudication Service (ISCAS) Guidance for managing unacceptable behaviour by complainants.
Further information for those in dispute
- Centre for Effective Dispute Resolution (CEDR)
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 working with CEDR?
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.
These links also allow you to check your practitioners statutory registration details.
- For Doctors - General Medical Council
- For Dentists - General Dental Council
- For Registered Nurses - Nursing and Midwifery Council