Complaints Policy

Policy statement

Receiving feedback and responding to complaints is an important part of improving Fetal Medicine UK’s accountability.  Ensuring our staff and patients can hold us to account will improve the quality of our work in all areas.

Scope

This policy applies to Fetal Medicine UK.  A complaint can be made by any supporter, partner organisation, community, or individual with whom we work, or any member of the public whether an individual, company, or other entity, in the UK.

Definitions

A complaint is an expression of dissatisfaction about the standards of service, actions, or lack of action, by Fetal Medicine UK or its staff and associated personnel.  It is a criticism that expects a reply and would like things to be changed. Complaints could include the following (which is not an exhaustive list):

  • Concern from someone we work with about the quality of programme delivery.
  • Concern from a member of the public or supporter about a particular approach or campaign action.
  • Concern about the behaviour of staff or associated personnel.

A complaint has to be about some action for which Fetal Medicine UK is responsible or is within our sphere of influence.

A complaint is not:

  • A general inquiry about Fetal Medicine UK’s work
  • A request for information
  • A contractual dispute
  • A request to amend records e.g. to correct an address

The complaints procedures do not apply to complaints that are subject to the current investigation by any regulatory body or other legal or official authorities in the UK.  Such issues will be dealt with by the relevant regulatory body.

Procedures for making a complaint

It is hoped that most complaints or concerns about Fetal Medicine UK’s work or behaviour can and will be dealt with informally by staff at a local level. However, it is recognised that not all issues can be resolved in this way and that a formal complaints mechanism is required for those occasions when an individual or organisation wishes to make their complaint a matter of record and to receive a formal response.

We work in conjunction with the Independent Doctors Association which, if the complaint is not satisfactorily dealt with at a local level, would be referred to them. Should a further level be required we also use a third tier of support for complaints, using Independent Sector Complaints Adjudication Service.

How to make a complaint

All formal complaints should be made in writing to Fetal Medicine UK either directly from the individual or organisation making the complaint or via someone acting on their behalf.  See below for details about to whom to address a complaint.

Who can make a complaint?

A complaint can be made by:

  • Any supporter
  • Partner organisation
  • Community or individual with whom we work
  • Any member of the public whether an individual, company or other entity in the UK.

Who is not covered by this policy?

Complaints by staff are governed by Fetal Medicine UK’s procedures for dealing with problems in the workplace. Complaints relating to serious incidents such as fraud and corruption or safeguarding concerns will be dealt with through the relevant policy and procedures.

Who to make the complaint to

Email To:

Mr David G Penman, Consultant Fetal Medicine Specialist – gynae2000@gmail.com

Or contact Helen, Mr Penman’s PA on 07880701732/helenfmu@gmail.com

The complaint is forwarded appropriately depending on the level required.