Our Commitment to You
Dr Alptekin Aydin and the team at Cosmos Healthcare are committed to providing the highest quality of care and service. We value feedback from our patients and their families, as it helps us continuously improve. All concerns are taken seriously and addressed fairly, promptly, and courteously.
If you are unhappy with any aspect of our service, we encourage you to let us know. We view complaints as an opportunity to learn and improve.
What Constitutes a Complaint?
A complaint is any expression of dissatisfaction about our services, whether made verbally or in writing. This may relate to:
- The care or treatment you have received
- Administrative processes or delays
- Communication with staff
- The conduct of any member of our team
- Facilities or the practice environment
- Billing or administrative errors
- Any other aspect of your experience with us
How to Raise a Concern
Step 1: Informal Resolution
Many concerns can be resolved quickly and informally. If you have a concern, we encourage you to speak with a member of our team at the earliest opportunity. Often, issues can be addressed immediately or within a few days.
You can contact us by:
- Telephone: 020 8243 8590 or 020 8144 9884
- Email: psychologist@alptekinaydin.co.uk
- In person: Speaking to a team member during your visit
Step 2: Formal Written Complaint
If your concern cannot be resolved informally, or if you prefer to make a formal complaint, please put your concerns in writing. Your written complaint should include:
- Your full name and contact details
- A clear description of what happened
- When and where the incident occurred
- Names of any staff involved (if known)
- What outcome you are hoping for
- Any supporting documentation
Please send your written complaint to:
Complaints ManagerCosmos Healthcare Ltd
33 London Road
Redwood House
Enfield EN2 6DR
Email: psychologist@alptekinaydin.co.uk
Subject: Formal Complaint
What Happens Next
Acknowledgement
We will acknowledge receipt of your formal written complaint within 3 working days. This acknowledgement will confirm:
- That we have received your complaint
- Who is handling your complaint
- The expected timeframe for our response
- Any additional information we may need from you
Investigation
Your complaint will be investigated thoroughly and impartially. This may involve:
- Reviewing relevant records and documentation
- Speaking with staff members involved
- Considering any evidence you have provided
- Consulting with external experts if necessary
Response
We aim to provide a full written response to your complaint within 20 working days. If a more complex investigation is required and this timeframe cannot be met, we will contact you to explain the delay and provide a revised timeframe.
Our response will include:
- A summary of your complaint as we understand it
- Our findings from the investigation
- Any conclusions we have reached
- What action we intend to take (if applicable)
- An apology where appropriate
- Information about next steps if you remain dissatisfied
Complaining on Behalf of Someone Else
If you wish to make a complaint on behalf of another person (for example, a family member or someone you care for), we will need their written consent before we can discuss their care with you. This is to protect patient confidentiality in accordance with data protection law.
Exceptions may apply where the patient lacks capacity to consent, in which case we will work with an appropriate legal representative.
Confidentiality
All complaints are handled in strict confidence. Information about your complaint will only be shared with those who need to know in order to investigate and respond. Making a complaint will not affect the quality of care you receive from us.
Time Limits
We encourage you to raise concerns as soon as possible after the event. This helps ensure that we can investigate effectively whilst details are fresh. Ideally, complaints should be made:
- Within 12 months of the incident, or
- Within 12 months of becoming aware of the matter
Complaints made outside this period may still be considered at our discretion, particularly where there are good reasons for the delay.
If You Remain Dissatisfied
If you are not satisfied with our response to your complaint, you have several options:
Request a Review
You may request that your complaint be reviewed by a senior member of our team. Please put this request in writing, explaining why you remain dissatisfied.
External Bodies
If you remain dissatisfied after our internal processes have been exhausted, you may escalate your concerns to the following organisations:
Health and Care Professions Council (HCPC)
For concerns about the professional conduct of registered practitioners:
HCPCPark House
184 Kennington Park Road
London SE11 4BU
Website: www.hcpc-uk.org
Phone: 0300 500 6184
British Psychological Society (BPS)
For concerns about members of the British Psychological Society:
British Psychological SocietySt Andrews House
48 Princess Road East
Leicester LE1 7DR
Website: www.bps.org.uk
Phone: 0116 254 9568
Care Quality Commission (CQC)
The CQC does not investigate individual complaints but welcomes information about our services:
Care Quality CommissionCitygate
Gallowgate
Newcastle upon Tyne NE1 4PA
Website: www.cqc.org.uk
Phone: 03000 616 161
Information Commissioner's Office (ICO)
For concerns about how we handle your personal data:
Information Commissioner's OfficeWycliffe House
Water Lane
Wilmslow
Cheshire SK9 5AF
Website: ico.org.uk
Phone: 0303 123 1113
Learning from Complaints
We view complaints as valuable feedback that helps us improve our services. All complaints are reviewed to identify patterns, trends, and opportunities for improvement. Where systemic issues are identified, we take action to prevent similar problems in the future.
We may use anonymised information from complaints to:
- Train and develop our staff
- Review and improve our policies and procedures
- Enhance the patient experience
- Monitor the quality of our services
Feedback and Compliments
We also welcome positive feedback and compliments. If a member of our team has provided excellent service, please let us know. Your feedback helps us recognise good practice and motivates our team.
Contact Us
If you have any questions about this complaints procedure or wish to discuss a concern, please contact us:
- Telephone: 020 8243 8590 - 020 8144 9884
- Email: psychologist@alptekinaydin.co.uk
- Address: 33 London Road, Redwood House, Enfield EN2 6DR