Complaints and Disputes Policy

At Insight Neurodevelopment Clinic, we are committed to providing high-quality, compassionate, and professional online ADHD and Autism Spectrum Disorder (ASD) assessment services across the United Kingdom. We value feedback from our clients and use it to continually improve our services.

If you are dissatisfied with any aspect of your experience with Insight Neurodevelopment Clinic, we encourage you to let us know as soon as possible so that we can address your concerns promptly, fairly, and respectfully.

Informal Resolution

Many concerns can be resolved quickly through informal discussion. If you are unhappy with any aspect of our service, please contact us by email or telephone, and we will do our best to resolve the matter promptly.

Email: complaints@[yourdomain].co.uk

Telephone: [Insert Telephone Number]

Formal Complaints

If your concern cannot be resolved informally, you may submit a formal complaint in writing.

Please include:

• Your full name and contact details.
• Your assessment or appointment date (where applicable).
• A clear description of your complaint.
• Any relevant supporting information or documents.
• The outcome you are seeking.

Please send your complaint to:

Complaints Manager
Insight Neurodevelopment Clinic
Email: complaints@[yourdomain].co.uk

Our Complaints Process

Once we receive your complaint, we will:

• Acknowledge receipt within five (5) working days.
• Investigate your complaint thoroughly, objectively, and confidentially.
• Contact you if further information is required.
• Aim to provide a full written response within 20 working days.

Where additional time is required due to the complexity of the investigation, we will keep you informed and provide an updated timeframe.

Clinical Concerns

If your complaint relates to a clinical assessment, diagnosis, report, or recommendations, Insight Neurodevelopment Clinic may arrange for the matter to be reviewed by another appropriately qualified clinician who has not been directly involved in your care.

Please note that differences in professional clinical opinion do not necessarily indicate negligence or inappropriate clinical practice.

Refunds

Complaints are managed separately from refund requests.

Refund eligibility is determined in accordance with our Refund and Cancellation Policy. The submission of a complaint does not automatically entitle a client to a refund.

Dispute Resolution

If you remain dissatisfied after receiving our final response, you may seek independent legal or professional advice or pursue alternative dispute resolution where appropriate.

Nothing in this policy affects your statutory rights under applicable UK consumer protection legislation.

Where appropriate, concerns relating to the conduct or practice of an individual clinician may also be raised with their relevant professional regulatory body.

Confidentiality

All complaints are handled with strict confidentiality and in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Information relating to your complaint will only be shared with those directly involved in investigating and resolving the matter.

Learning and Service Improvement

Insight Neurodevelopment Clinic values all feedback and regularly reviews complaints to identify opportunities to improve the quality, safety, and effectiveness of our services.

Contact Details

Complaints Manager
Insight Neurodevelopment Clinic

Email: info@insightneurodevelopment.com

Telephone: 07474824484

Registered Address: England – UK

Website: insightneurodevelopment.com

We appreciate the opportunity to address any concerns and are committed to resolving complaints fairly, professionally, and as promptly as possible.