Raising a Concern or Complaint at Care ADHD
At Care ADHD, we want to provide safe, compassionate and highquality-quality care. If something has not met your expectations, we welcome your feedback so we can put things right and continue to improve.
We aim to keep this process clear, supportive and easy to follow.
What Can I Raise?
You can contact us about:
Clinical care or treatment
Communication or staff behaviour
Appointments, access or delays
Medication or clinical reports
Billing or refunds
Data protection or confidentiality
Any part of your experience with Care ADHD
Concerns vs Complaints
Concern: A problem that can often be resolved quickly (for example, appointment queries, access issues or technical problems).
Complaint: A formal expression of dissatisfaction that needs investigation and a written response.
To ensure that your concern is properly investigated, all formal complaints must be submitted through our online complaint form, here:
https://www.careadhd.co.uk/feedback
Or by directly emailing our Feedback & Resolutions Team, at:
resolutionsteam@careadhd.co.uk
Only complaints submitted through the official form or direct email to resolutionsteam@careadhd.co.uk will be processed via our formal complaints procedure.
If you need assistance filling out the form, our team is happy to help.
How to submit a formal complaint
What happens next?
If you are requesting a second opinion or an amendment following your assessment, please refer to your Final Outcome Letter or email, which includes the relevant links and guidance on how to proceed.
Second opinions or amendments following assessment
Complaints on someone else’s behalf
If someone is raising a complaint on your behalf, we usually need your written consent unless there is a safeguarding or public interest-interest reason.
Complaints should be submitted within 6 months of the issue, or from when you became aware of it.
Time limits
Care ADHD will respond empathetically to all concerns raised. However, behaviour that becomes abusive, threatening, or persistently unreasonable may require communication boundaries to protect staff wellbeing and ensure fair access to services.
Restrictions may be applied when a patient or representative:
Uses aggressive, abusive, discriminatory, or intimidating language or behaviour
Sends excessive volumes of communication that place unreasonable demands on staff time
Repeatedly raises the same issue after a clear final response has been provided
Submits frequent or serial complaints with the intention of securing preferential treatment or expedited services
Refuses to engage constructively with the complaints process
Where restrictions are necessary, they will:
Be proportionate to the behaviour and its impact
Be authorised by senior leadership
Be clearly communicated in writing, including the reason for the restriction and its duration
Care ADHD may implement measures such as limiting communication to a single point of contact, setting response‑frequency expectations, or declining to revisit issues that have already received a final response. These measures aim to maintain a safe, respectful environment for patients and staff while ensuring the complaints process remains fair and accessible to all.
We also reserve the right to restrict communication in line with our policy on vexatious complaints.
What we may not investigate
You have the right to escalate your complaint.
If You Remain Unhappy
Private Patients
Independant Sector Complaints Adjudication Service (ISCAS)
We appreciate all feedback — even when it's difficult to hear. Your voice helps us learn, grow, and deliver the best care possible.
If you would like to make suggestions on how we can improve our service, we are keen to hear!
📧 Email: yourvoice@careadhd.co.uk
If you have questions about the complaints process before submitting, feel free to get in touch.
📧 Email: resolutionsteam@careadhd.co.uk
📞 Contact our Client Success Team number on our website home page.
Thank you for helping us improve
A Note on Diagnosis-Related Complaints
While we welcome all feedback, we are usually unable to reconsider a diagnostic decision once an assessment has been completed.
Diagnoses are made by clinicians with specialist training in ADHD and are based on the information provided at the time of assessment, in line with NICE guidelines.
We understand that some patients may remember new details after the assessment or wish to edit informant questionnaires afterwards.
However, once the diagnostic process is complete, these retrospective changes cannot be used to alter the clinical outcome.
If significant new information has come to light, a new assessment may be required.
Once we receive your complaint:
You’ll get an acknowledgment within 2 working days
Your case will be assigned to an investigator
We will investigate thoroughly, reviewing records and speaking to staff where relevant
You will receive a written response within 30 working days, unless we agree a different timescale with you, which includes:
What we found
Any actions we’ve taken
An apology if appropriate
Information on next steps if you're still not satisfied
We may offer a follow-up phone call to explain our response if that would be helpful to you.
NHS-Commissioned Care
Parliamentary & Health Service Ombudsman (PHSO)
Care Quality Commission (CQC)
The CQC doesn’t investigate individual complaints but welcomes information about care quality.
03000 616161
We will always explain your options clearly.