Complaints Policy
Arrow Psychiatry Ltd
Last updated: 03 March 2026
Arrow Psychiatry Ltd is committed to providing safe, effective, and respectful care. We recognise that there may be occasions when patients, families, or representatives feel dissatisfied with an aspect of our service.
We welcome feedback and view complaints as an opportunity to learn and improve.
This policy outlines how complaints are handled in accordance with:
- Health and Social Care Act 2008 (Regulated Activities) Regulations 2014
- Care Quality Commission (CQC) Regulation 16 – Receiving and Acting on Complaints
- Relevant professional guidance from the General Medical Council (GMC)
Our Commitment
We aim to:
- Take concerns seriously
- Respond promptly and fairly
- Treat complainants with respect
- Maintain confidentiality
- Learn from complaints to improve care
Raising a concern will not affect your ongoing care.
Who Can Make a Complaint?
A complaint may be made by:
- A patient
- A parent or legal guardian
- A person acting with the patient’s written consent
- A representative of a patient who lacks capacity (where appropriate)
If a complaint is made on behalf of a patient, we may require written consent before discussing confidential information.
How to Make a Complaint
We encourage concerns to be raised as soon as possible.
Complaints may be made:
In writing:
Email: info@arrowpsychiatry.com
Arrow Psychiatry Ltd
Registered Office Address: C/O Able & Young Ltd, Airport House, Purley Way, Croydon, England, CR0 0XZ
By telephone:
Please include:
- Your full name
- Date of birth (if applicable)
- Details of your concern
- Relevant dates
- How you would like the matter resolved
What Happens Next?
Acknowledgement
We will acknowledge your complaint within three working days of receipt.
Investigation
Your complaint will be reviewed by an appropriate senior member of the team who was not directly involved in the matter where possible.
We may:
- Review clinical records
- Speak with staff involved
- Request further information from you if necessary
Response
We aim to provide a full written response within 20 working days.
If the matter is complex and requires more time, we will inform you and provide an updated timeframe.
Our response will include:
- A summary of your complaint
- Findings of the investigation
- Any actions taken or proposed
- An apology where appropriate
- Information on further steps if you remain dissatisfied
If You Remain Dissatisfied
If you are not satisfied with our response, you may escalate your concern.
Independent Healthcare Sector Complaints Adjudication Service (ISCAS)
If Arrow Psychiatry is registered with ISCAS, complaints may be referred to:
ISCAS
Website: https://iscas.cedr.com
(Insert confirmation if applicable.)
Care Quality Commission (CQC)
The CQC does not investigate individual complaints but may use feedback to inform inspections.
Care Quality Commission
Website: https://www.cqc.org.uk
Telephone: 03000 616161
Parliamentary and Health Service Ombudsman (if NHS-funded care)
If your treatment was NHS-funded, you may contact:
Parliamentary and Health Service Ombudsman
Website: https://www.ombudsman.org.uk
Confidentiality
All complaints are handled confidentially and in accordance with:
- UK GDPR
- Data Protection Act 2018
- Professional confidentiality standards
Complaint records are stored securely and separately from clinical records, where appropriate.
Learning and Improvement
We maintain a record of complaints to:
- Identify themes or patterns
- Improve policies and procedures
- Enhance patient safety and experience
Complaints are reviewed regularly as part of our governance and quality improvement processes.
Support
If you require assistance in making a complaint, please let us know. We will make reasonable adjustments where needed.
You may also seek independent advice from:
- NHS advocacy services (if applicable)
- Citizens Advice
Zero Tolerance
While we are committed to respectful handling of complaints, we operate a zero-tolerance policy towards abusive, threatening, or discriminatory behaviour towards staff.