Complaints Procedure
At Duncan and Todd Group, we are committed to providing the highest standards of care and service. If something hasn’t met your expectations, we want to hear from you so that we can put things right and continue to improve. There are two ways you can raise a formal complaint:
1. Contact Our Customer Services Team
Our Customer Services team are best placed to assist you and will make every effort to resolve your complaint at first contact. If your concerns require further investigation, they will ensure you are kept fully informed throughout the process.
By phone: 01224 472221
By email: help@duncanandtodd.com
2. Escalate Your Complaint
If your concerns have not been fully addressed and your complaint remains unresolved to your satisfaction, you can escalate your complaint to Mat, our Chief Executive Officer.
Clinical Care
As part of our commitment to clinical excellence and the highest standards of patient care, we take any concerns about clinical treatment very seriously.
If your concern relates to the clinical care you received, professional conduct, or the safety or quality of your treatment, we will refer it to our Head of Clinical Excellence straight away.
A careful review will then take place. This may involve looking at your clinical records, speaking with the clinicians involved, and ensuring all appropriate clinical standards and guidelines were followed.
We will keep you informed throughout the process and make sure you understand what is happening and when you can expect an outcome.