Introduction
This policy sets out the values, principles, and procedures which underpin Lynden Hill Clinic’s approach to handling complaints.
Lynden Hill Clinic is committed to delivering a high-quality, person-centred service. We welcome compliments, concerns, and complaints as opportunities to review, learn, and improve the care and rehabilitation services we offer.
We also follow guidance from the Care Quality Commission (CQC), who assess how effectively providers involve people in shaping their care and respond to feedback.
“We make it easy for people to share feedback and ideas or raise complaints about their care, treatment and support. We involve them in decisions about their care and tell them what’s changed as a result.”
— CQC Quality Statement: Listening to and Involving People
This procedure applies to all staff, clients, and their representatives.
Policy Statement
We believe that anyone wishing to make a complaint or raise a concern should find it easy to do so. Lynden Hill Clinic treats all complaints seriously, whether verbal or written, and works to resolve them fairly, promptly, and with transparency.
Most complaints can be resolved informally and locally; however, should a complaint remain unresolved, we welcome further dialogue and provide a clear route for formal escalation within our organisation.
Principles of Complaints Handling
Lynden Hill Clinic ensures that:
- Information on how to give feedback or make a complaint is clearly available on-site and in welcome materials.
- An easy-to-use process is available to all clients and their representatives.
- All feedback and complaints are acknowledged promptly and handled with discretion.
- Written complaints are acknowledged within 2 working days.
- A full response is provided within 28 working days. If more time is needed, we will explain the reason and provide a revised timeline.
- Outcomes are shared openly with complainants, with an emphasis on continuous improvement.
Complaints relating to staff conduct, service quality, facilities, or rehabilitation programmes will be taken seriously and investigated appropriately.
How to Make a Compliment
We are always delighted to receive positive feedback. If you’ve had a good experience at Lynden Hill Clinic and would like to let us know, there are several ways to share your appreciation:
1. In Person or by Phone
You’re welcome to speak to a member of staff directly or call us to share your compliment. We always pass on kind words to the relevant team members or departments.
2. By Email or Letter
You can send your feedback in writing to:
Mrs Anne Shirley Ikin, General Registered Manager and Safeguarding Lead
Lynden Hill Clinic
Lynden Hill,
Lynden Hill Lane,
Kiln Green, Reading,
Berkshire RG10 9XP
Tel: 0118 940 1234
Email: shirleyikin@lynden-hill-clinic.co.uk
3. Online Reviews
Public reviews help others learn about the care we provide. If you’d like to leave a positive review online, you can do so by visiting our Google Business Profile.
To leave a review:
- Click the link above
- Select the “Write a Review” button
- Share your experience and give a star rating
Your feedback is genuinely appreciated and helps to recognise the dedication of our team while also helping others make informed decisions.
Making a Complaint
Complaints should be directed to:
Mrs Anne Shirley Ikin, General Registered Manager and Safeguarding Lead
Lynden Hill Clinic
Lynden Hill,
Lynden Hill Lane,
Kiln Green, Reading,
Berkshire RG10 9XP
Tel: 0118 940 1234
Email: shirleyikin@lynden-hill-clinic.co.uk
We welcome all forms of feedback — including in person, by phone, by email, or in writing.
The Complaints Procedure
Stage One: Local Resolution
In many cases, a concern can be resolved quickly and informally by the member of staff or manager involved. Where appropriate, concerns should be raised directly with the person best placed to resolve the issue.
If the complaint relates to a serious matter or is not resolved to your satisfaction, it will be escalated to the management team.
Stage Two: Formal Review
Formal complaints will be investigated by senior management. The complainant will receive:
- A written acknowledgement within 2 working days
- A full investigation and written response within 28 working days
If more time is required, we will keep the complainant informed of progress and revised timelines.
If the complaint concerns a member of senior management, an alternative senior representative will be assigned to conduct the investigation.
Stage Three: External Review (CQC)
While the CQC does not investigate individual complaints, they welcome feedback and concerns about registered services as part of their regulatory oversight.
If you wish to share concerns about the care or service received at Lynden Hill Clinic, you can contact the Care Quality Commission:
CQC National Customer Service Centre
Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA
Phone: 03000 616161
Website: www.cqc.org.uk
You can also visit their dedicated complaints guidance page: www.cqc.org.uk/contact-us/how-complain/complain-about-service-or-provider
This page explains how to:
- Raise concerns about a care service or provider regulated by the CQC
- Submit feedback even if you’re not the person who received the care
- Understand what the CQC can and cannot do in response to your concern
- Find contact details for making a complaint or giving feedback
Although the CQC cannot resolve complaints or award compensation, your feedback helps them monitor and regulate the quality of care providers across England.
Verbal Complaints
We encourage all staff to:
- Listen calmly and respectfully
- Clarify concerns and ask how the issue could be resolved
- Record and escalate the concern where appropriate
- Seek early resolution and follow up as needed
Confidentiality and Fairness
All complaints are treated confidentially and handled in accordance with data protection and confidentiality standards. Complainants will not face discrimination for raising a concern. Every effort is made to resolve matters in a fair, balanced, and constructive way.
Continuous Improvement
Feedback — both positive and negative — is regularly reviewed as part of our commitment to quality improvement. Trends and learning points are shared with management to help identify areas for change and to celebrate best practices.