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Complaints Procedure

At Expectancy Scanning Studios Ltd we take complaints very seriously and try to ensure that all clients are pleased with their experience of our service.  If clients complain, they are to be dealt with courteously and promptly so that the matter is resolved as quickly as possible.  This procedure is based on these objectives.

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled.  We learn from every mistake that we make and we respond to clients’ concerns in a caring and sensitive way.

1.     The person responsible for dealing with any complaint about the service which we provide is Mrs Amanda Bastianelli – Director/Registered Manager. 

2.     Complaints Poster with summary displayed in clinic. 

3.     If a client complains on the telephone or at the reception desk, we will listen to their complaint and offer to discuss in private with the Director/Manager immediately.  If the client does not wish to wait to discuss the matter, arrangements will be made for this to be achieved as soon as is reasonably possible.  

4.     If the patient does not wish to speak to the Director/Manager an offer of a personal conversation appointment will be offered either in person or on the telephone at their convenience. 

5.     If the patient complains in writing the letter or email will be acknowledged in writing, enclosing a copy of this document, normally within 2 working days. The Director/Manager will seek to investigate the complaint within 10 working days of the complaint being received to give an explanation of the circumstances that led to the complaint.  If ESS are unable to investigate the complaint within 10 working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.  

6.     We will confirm the decision about the complaint in writing immediately after completing our investigation.

7.     Proper and comprehensive records are kept of any complaint received.


Duty Of Candour

Where an error has occurred, which has caused harm to any individual in the course of our work, we will openly admit the error and will apologise to the individual, or where appropriate to their parent or carer. We will follow up an immediate verbal apology in writing and will undertake to advise them of the outcome of our investigations on completion.

We will ensure that all accounts of an error are complete and truthful.

We will do our best to mitigate or correct any harm that has occurred and will provide support to persons affected.

We will keep a record of all conversations and correspondence in connection with any such incident. 

We will notify the Care Quality Commission and any other appropriate body of any serious ‘Notifiable Safety Incident’ (those resulting in moderate or serious harm) as soon as possible. 

We will encourage and support future staff members who report any incident, or any failure of this policy.

If patients are not satisfied with the result of our procedure then a complaint may be made to:  

Independent Healthcare Advisory Services (IHAS)

Telephone: 020 7379 8598
Email: info@independenthealthcare.org.uk
Website: www.independenthealthcare.org.uk

Nursing and Midwifery Council (NMC)

Fitness to Practise Department
1st Floor
61 Aldwych

Tel: 020 7462 5800/5801
Fax: 020 7424 9579
E-mail: fitness.to.practise@nmc-uk.org
Website: www.nmc-uk.org

The Health Service Ombudsman 

Millbank Tower




Telephone 0345 015 4033


The Care Quality Commission

CQC National Customer Service Centre



Newcastle upon Tyne


Telephone 03000 616161                   

AvMA Patient Information Leaflet: The duty of candour


ESS Complaints Procedure Doc May 2017 

Reviewed 01.06.2019 / 01.06.22

To be reviewed 01.06.2025




Expectancy Scanning Studios TM Ltd 
 Unit 1, Grove Dairy Farm Business Centre, Bobbing Hill, Nr Sittingbourne, Kent, ME9 8NY | t: 07803 829277

e: contact@expectancyscanningstudios.co.uk

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