Feedback & Complaints

Complaints Policy at PROMIS Clinics

At PROMIS Clinics, we take all complaints seriously and aim to resolve concerns quickly and fairly. We value feedback from service users and their families as it helps us improve our services. Below is an overview of our complaints process.

How to Make a Complaint

You can make a complaint in the following ways:

We accept complaints made by a service user, or by a relative, representative, or advocate acting on their behalf. We will also consider concerns raised anonymously, although this may limit our ability to investigate fully or to provide you with a response.

Contact details

Hay Farm
Email: enquiries@promisclinics.com
Address: PROMIS Hay Farm, Hay Lane, Sandwich, Kent CT14 0EE

Kendrick Mews
Email: enquiries@promisclinics.com
Address: 2 Kendrick Mews, South Kensington, SW7 3HG

What Happens Next?

  • You will receive an acknowledgement within one week of your complaint.
  • We will investigate and aim to respond within 28 days.
  • If further investigation is required, we will keep you informed throughout the process.
  • You will receive a formal written response outlining our findings and any actions taken.

Who Handles Complaints?

Complaints are handled by the PROMIS management and compliance teams.

Escalation Process

If you are not satisfied with our response, you may escalate your complaint to external bodies:

Local Government and Social Care Ombudsman (LGO) — for independent review.
Tel: 0300 061 0614
Email: advice@lgo.org.uk
Website: www.lgo.org.uk

Care Quality Commission (CQC) — you can share your experience of our services with the CQC. Please note that the CQC does not investigate or resolve individual complaints, but the information you provide helps inform their regulation and inspection of services.
Tel: 03000 616161
Address: CQC, Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA

Additional Information

  • Complaints should be made within 12 months of the issue occurring.
  • All complaints are recorded and reviewed regularly to improve our services.
  • If you need help making a complaint, we can assist you in contacting an independent advocacy service.
  • Where concerns raise serious issues, these will be managed in line with our safeguarding, governance, and employment procedures.

We are committed to providing the highest standard of care and ensuring that all concerns are addressed effectively and transparently.

Safeguarding at PROMIS Clinics

PROMIS Clinics is committed to protecting the safety and wellbeing of everyone who uses our services. We have a duty to safeguard adults at risk from abuse, neglect, and harm, and we take this responsibility extremely seriously.

All staff receive safeguarding training appropriate to their role and are required to act on any safeguarding concern. We work in partnership with the relevant local authority Safeguarding Adults Boards, the police, and other agencies as required, and we follow national safeguarding guidance and the Care Act 2014.

If you have a safeguarding concern about yourself or another person, please raise it with a member of staff or contact us directly by email at enquiries@promisclinics.com. If you believe someone is in immediate danger, always call 999.

Concerns can also be reported to the relevant local authority adult safeguarding team, or to the Care Quality Commission.

Duty of Candour

PROMIS Clinics is committed to being open, honest, and transparent with the people who use our services. In line with our statutory duty of candour under Regulation 20 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, we will tell you when something has gone wrong with your care or treatment.

Where a notifiable safety incident occurs, we will inform you (or your representative) as soon as is reasonably practicable, provide a truthful account of what happened, offer an apology, and explain what we are doing to investigate and to put things right. We will keep you informed throughout and provide a written record of our discussions and findings.

Accessibility

PROMIS Clinics is committed to making our information accessible to everyone. In line with the Accessible Information Standard and the Equality Act 2010, we can provide the information on this website and our policies in alternative formats on request.

These may include large print, easy-read, or other formats to meet individual communication needs. We can also arrange interpreting or translation support where required. If you need information in a different format, or you require reasonable adjustments to access our services or to make a complaint, please contact us at enquiries@promisclinics.com and we will do our best to help.