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Primary Care Dietitians Ltd Complaints Policy
Last updated: 25th November 2025
Our Commitment to You
Primary Care Dietitians Ltd is dedicated to delivering exceptional dietetic services to all our clients and partners. We understand that occasionally our service may not meet your expectations, and when this happens, we are committed to addressing your concerns promptly and effectively. This policy explains the process for raising concerns and describes how we will manage them.
How to Make a Complaint
1. Initial Contact: If you have a concern, question, or complaint regarding any element of our service delivery, please reach out to our Operations Team by emailing [info@primarycaredietitians.co.uk]. Please include 'FORMAL COMPLAINT' in the subject line. Provide comprehensive details about your concern, including relevant dates, individuals involved, and any related documentation or communications.
Acknowledgement: Once we receive your formal complaint, you will receive a confirmation email acknowledging receipt and detailing the process ahead within 3 working days.
2. Investigation: A designated complaints handler will be allocated to your case. This individual will conduct a comprehensive review, may reach out to you for additional clarification, and will examine all relevant aspects of your complaint.a. For complaints concerning services delivered under our NHS commissioned programmes, our Chief Operating Officer will be informed and will oversee the investigation process.
3. Resolution: Following completion of our investigation, we will send you a comprehensive written response addressing your complaint. This will include our findings, conclusions, and any remedial actions implemented or planned to address your concerns. You should expect to receive a full written response within 28 working days of your complaint being received.
4. Further Escalation: If our response does not resolve your concerns satisfactorily, you may request a senior-level review within our organisation. Please clearly explain your ongoing concerns and provide any additional evidence you would like us to consider.
Confidentiality
Every complaint we receive is handled with strict confidentiality and in full compliance with our data protection obligations. Your personal data will be processed solely for the purpose of investigating your complaint and monitoring our service standards.
Your Feedback Matters
We continuously strive to enhance both our services and our complaints handling procedures. We value input from our clients and partners regarding how we can improve our processes or deliver better services. If you wish to share feedback, please email [info@primarycaredietitians.co.uk] or discuss directly with your allocated dietitian.
Primary Care Dietitians Ltd is committed to transparent and fair complaints resolution for all stakeholders.