Complaints
Your Feedback is Important to Us
At Harley Mind Care Psychiatrists, we are committed to providing safe, high-quality psychiatric care. If something has gone wrong, or you are unhappy with any part of our service, please tell us. Every complaint is an opportunity for us to improve.
Making a complaint will not affect your, or your child’s, ongoing care. We will continue to provide the care you need.
Quick Guide
- Tell us as soon as possible — by email, online, post, phone, or in person. Details below.
- We will acknowledge your complaint within 3 working days.
- We will send you a full written response within 25 working days. Where matters are simpler we will respond sooner; where matters are more complex and we need longer, we will agree this with you and keep you updated.
- Independent review — if you are still not satisfied, you can ask the Parliamentary and Health Service Ombudsman (NHS care) or the Independent Sector Complaints Adjudication Service (private care) to review your case.
Who Can Complain
You can make a complaint if you are:
- a current or former patient of Harley Mind Care;
- the parent or person with parental responsibility for a child or young person we see;
- a family member, carer, friend, advocate, MP or solicitor acting with the patient’s written consent;
- a child or young person yourself — see our child-friendly route below.
If the patient has died, a family member or person with a sufficient interest in their welfare can make a complaint.
How to Make a Complaint
You can contact us in any of the following ways:
- Online: complete our complaints form on this page
- Email: complaints@harleymindcare.com
- Post: The Complaints Manager, Harley Mind Care Psychiatrists Ltd, 10 Harley Street, London W1G 9PF
- Telephone: 0207 047 8888 (we will write down what you tell us and check it with you)
- In person: at any of our clinics, by appointment
- Through an advocate: the local NHS Complaints Advocacy service in your area, an MP, a solicitor, or anyone else you choose
Accessible formats
We will accept your complaint in plain English, easy-read format, British Sign Language (via interpreter), or a translated
language. Just let us know what you need and we will make any reasonable adjustment to help you make and follow your
complaint.
A child-friendly route
If you are a child or young person aged 5–17 using our services, you can ask for our child-friendly complaints leaflet, which
uses simpler words and pictures. You can talk to a member of our team who is not directly involved in your care, have a
parent, carer or independent advocate with you, and choose to make the complaint with or without your parent’s involvement.
Your care will not be affected by making a complaint.
Time Limit
Please tell us as soon as possible. Complaints should normally be made within 12 months of the event, or within 12 months of
you becoming aware of the matter. The Registered Manager has discretion to extend this time limit if there is good reason.
What We Do When We Receive Your Complaint
Stage 1 — We acknowledge within 3 working days
The complaint is handled by our Complaints Manager, Rawinder Binning, to make sure your complaint is reviewed fairly. We will write to you within 3 working days, offer to discuss the issues and the outcome you are hoping for, and tell you who is
investigating.
Stage 2 — We investigate and respond within 25 working days
We carry out a fair, proportionate, evidence-based investigation. We may speak to the clinicians involved, review your records (with appropriate care for confidentiality), and seek expert input where needed.
We aim to send you a full written response within 25 working days. Where we can resolve simpler matters more quickly, we will. If we need longer because the matter is complex, we will agree a new timescale with you and keep you updated at least every 10 working days.
The response will explain what we looked into, set out our findings with reasons, apologise and explain corrective action where something has gone wrong, offer a meeting if you would find that helpful, and tell you what to do if you are still not satisfied.
Stage 3 — Independent review
If you remain dissatisfied with our response, you have the right to ask for an independent review:
- For NHS-funded care: Parliamentary and Health Service Ombudsman (PHSO) — 0345 015 4033 — ombudsman.org.uk
- For privately-funded care: Independent Sector Complaints Adjudication Service (ISCAS) — 020 7536 6091 — iscas.org.uk
You can also contact the Care Quality Commission (CQC) at any time on 03000 616161 or enquiries@cqc.org.uk if you have concerns about the safety or quality of our regulated services. (The CQC does not investigate individual complaints but uses concerns to inform its regulation.)
If your complaint is about a specific doctor, you can also contact the General Medical Council (GMC) on 0161 923 6602 or gmc-uk.org.
Free, Independent Help
You don’t have to go through this alone. Independent help is free and confidential:
- NHS Complaints Advocacy — independent advocates who can help you make and follow a complaint about NHS-funded care. National providers include POhWER (0300 456 2370 — pohwer.net) and VoiceAbility (0300 303 1660 — voiceability.org).
- Healthwatch England — the national consumer champion for health and care: 03000 683 000 — healthwatch.co.uk.
If you are receiving care from one of our NHS-commissioned services, ask us at acknowledgement and we will signpost you to the named local advocacy and Healthwatch service for your area.
Complaining on Behalf of Someone Else
We follow strict rules of medical and personal confidentiality. If you are complaining on behalf of someone else, we will normally need the patient’s written consent before we can share clinical information with you. Our complaints form contains a third-party authority section.
Where the patient lacks capacity to give consent due to illness, accident or mental capacity, please tell us the circumstances and we will consider how best to handle the complaint in their best interests, in line with the Mental Capacity Act 2005.
If you are complaining on behalf of a child who is able to make their own complaint, we may also speak with the child directly.
If the patient has died, we may agree to respond to a family member, executor, or anyone with an interest in the patient’s welfare.
Unreasonable or Aggressive Behaviour
In rare cases, where a complainant becomes abusive or behaves unreasonably (for example, repeated correspondence about a closed matter, or volume of contact that prevents staff from performing their duties), we may apply reasonable measures to manage the contact. These are communicated in writing in advance and do not extinguish the complainant’s right to escalate to the PHSO or ISCAS.
Our Contact Details
Harley Mind Care Psychiatrists Ltd 10 Harley Street, London W1G 9PF 0207 047 8888 hello@harleymindcare.com
Named Complaints Manager: Rawinder Binning
Registered Manager: Dr Harneet Kaur HundalHarley Mind Care Psychiatrists Ltd is registered with and regulated by the Care Quality Commission (CQC).