• Your name and preferred way for us to contact you.
• A brief description of what happened and when.
• What you would like us to look into or put right.

You do not need to gather all the evidence before getting in touch. Please do not send identity documents or detailed clinical records through the general website enquiry form. We explain how to provide relevant information securely if needed.

1. 1
   We acknowledge your complaint within three working days of receipt.
2. 2
   We check our understanding. We explain who will handle it, the issues to be investigated and the expected response date. We consider any immediate safety concerns promptly.
3. 3
   We investigate fairly. We review relevant records and seek explanations from those involved. Where necessary, we obtain appropriate clinical advice and give you an opportunity to clarify your concerns.
4. 4
   We aim to provide a full written response within 20 working days of receipt. We explain our findings, any action to put things right, learning or improvements, and how to request a review. If we need more time, we explain why, give an updated date and keep you informed.

Working days mean Monday to Friday, excluding UK bank holidays. We can discuss an accessible format for our response.

If your complaint concerns care provided by our lead clinician, or you remain dissatisfied with our response, you can request a review using the same email or telephone number. Tell us which points remain unresolved and why.

We have an agreed arrangement with an ADHD specialist who is independent of the care being complained about and did not provide or supervise that care. We explain their role and check for any relevant conflict of interest before a review begins. If a conflict means they cannot review your complaint fairly, we discuss an alternative arrangement.

We explain what information the reviewer needs and the confidentiality arrangements before sharing relevant records, obtaining consent where required. We confirm the review scope and expected response date and provide a written outcome with any further options.

This is an independent clinical review arranged through our complaints process. It is not a statutory appeal or an external complaints-adjudication scheme.

A relative, carer or representative can help you make a complaint. We may need to check their authority and obtain your consent before discussing confidential information with them. For young people, we consider their understanding, wishes, confidentiality and the representative’s legal authority. We explain any information we cannot disclose.

We handle complaint information sensitively and share relevant information only with people who need it to investigate, review, respond or meet a legal or safeguarding obligation. We keep a record of the complaint, response and action taken, and use learning to improve our service.

Our response explains the further routes relevant to your circumstances. You may seek independent advice, and using our complaints process does not remove your legal rights or prevent you contacting an appropriate regulator.

Concerns about a nurse’s fitness to practise can be raised with the Nursing and Midwifery Council. This is a professional-regulatory route, rather than an appeal about our prices or a compensation service.

For current treatment concerns, follow the clinical contact arrangements agreed with your clinician. Do not wait for a complaint response if you need medical advice, and do not change prescribed medication without appropriate clinical advice.

ADHDinSYNC is not an emergency or crisis service. If someone is in immediate danger, call 999 or go to A&E.

Email us about a concern