Complaints Policy

Effective Date: 1st October 2021

Everyone has the right to expect a positive experience and a good OIT treatment outcome. In the event of concern or complaint, service users have a right to be listened to and to be treated with respect. As an authorised provider, Food Allergy Immunotherapy Centre Ltd trading as Allergy Centre of Excellence will manage complaints properly so user concerns are dealt with appropriately.

 

Stage 1 – Local resolution

If you are unhappy with The Food Allergy Immunotherapy Centre’s facilities or service, we want to know about it as soon as possible. We will then investigate the situation so that we can explain, apologise and take positive action where necessary. The person responsible for handling complaints is the Registered Manager Professor Adam Fox and you may email him at adam@allergylondon.com.

Please provide details of what you are unhappy about, including the date and names of any staff who were involved. Your written complaint will be acknowledged within 3 working days, unless a full response can be provided within 5 working days.

 

Stage 2 – Independent external review

If we are unable to reach a satisfactory local resolution through Stage 1 or Stage 2, you may contact the Centre for Effective Dispute Resolution International Dispute (CEDR) who provides an independent complaint review service to patients/service users who remain dissatisfied.

Their details are:
Centre for Effective Dispute Resolution International Dispute
Resolution Centre
70 Fleet Street London EC4Y 1EU
Telephone 020 7520 3800

Email: info@iscas.org.uk
Tel: 020 7536 6091

 

Stage 3 – Specialist Bodies

If neither stage reaches resolution and/or it is deemed relevant to escalate it further the following regulated bodies can help:

General Medical Council (GMC) – They will help with medical concerns against a Doctor

www.gmc-uk.org/about/contactus/comments_and_complaints.asp

Corporate Review Team
General Medical Council
3 Hardman Street
Manchester
M3 3AW

Email: feedback@gmc-uk.org
Tel: 0161 923 6602

Textphone users can use the Text Relay Service. Dial 18001 then 0161 923 6602

Nursing and Midwifery Council (NMC) – They can help with concerns against nursing professionals

Website: www.nmc.org.uk

The Care Quality Commission
We are registered by the Care Quality Commission (CQC) which regulates Health and Adult Social Care Services. The CQC does not investigate complaints but considers relevant information about practices providing regulated activities within the terms of the legislation. They can be contacted at:

CQC National Correspondence
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA

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