The Dietetic Clinic
07944 509 582
Clinic Policies

Complaints Procedure

I aim to provide a safe, respectful, and high-quality service. If something hasn’t gone as expected, I welcome the opportunity to understand your experience and put things right. Raising a concern will never affect your care.

1

How to Raise a Concern

You can share a concern in whichever way feels most comfortable:

[email protected]07414 143 424
The Dietetic Clinic, 28 Withleigh Road, Bristol, BS4 2LQ
In person — you can raise an issue during or after an appointment

If you need support to make a complaint (e.g., due to language, literacy, disability, or distress), please let me know and I will help you access appropriate support.

2

What to Include (If You Can)

You do not need to use specific wording. It helps if you can share:

  • What happened
  • When it happened
  • Who was involved
  • How you were affected
  • What you would like to happen next
3

What Happens After You Contact Me

Acknowledgement

I will acknowledge your complaint within 3 working days.

Investigation

I will look into what happened by reviewing relevant notes or communication, reflecting on the care provided, and seeking clarification where needed.

Response

You will receive a full written response within 20 working days. If more time is needed, I will let you know and provide a revised timeframe.

4

If You Are Not Satisfied

If you feel your concern has not been resolved, you can escalate it to my professional body:

Health & Care Professions Council (HCPC)

Handles concerns about professional conduct, competence, or fitness to practise.

www.hcpc-uk.org

British Dietetic Association (BDA)

Can support with professional standards and guidance.

www.bda.uk.com

You are welcome to seek independent advice at any stage.

5

Learning and Improvement

All complaints are taken seriously. I use them to:

  • Reflect on practice
  • Improve communication
  • Strengthen systems and processes
  • Enhance the safety and experience of all clients

No complaint is ever treated as a personal criticism; it is an opportunity to learn and improve.

6

Confidentiality

Your information will be handled sensitively and in line with UK GDPR and my Privacy Notice. Only those who need to know about the complaint will be involved.

7

Accessibility

This procedure is available in alternative formats on request. If you need adjustments to communicate your concern, I will work with you to ensure the process feels safe and accessible.

Get in touch

We’re here to listen. Contact us directly and we’ll respond within 3 working days.

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