1. Introduction
D-Restricted Ltd will always take complaints about any aspect of the services very seriously, in order to ensure that every service-user has the highest standard of care and experience at all times. However, a service-user(s) may feel that D-Restricted Ltd has not met their needs. If a service-user(s) has any complaint or concern about the service provided, they are actively encouraged to ask for an explanation.

​

Complaints are dealt with in the first instance by D-Restricted Ltd, and where justified in conjunction with advice from her indemnifier. This may include disclosure of a service-user’s personal identifiable data (PID), which the service-user will have been made aware of through acknowledgement of both the Terms and Conditions (www.tongue-tie.info/terms-and-conditions) and the Privacy Notice (www.tongue-tie.info/privacy-notice).

​

2. Raising Concerns and Informal Complaints
Any concerns can be raised initially directly during consultations or via written correspondence. If this problem is not resolved in this way and the service-user(s) wishes to make a formal complaint, it is requested this is done as soon as possible.   Assurance is given that any complaint a caregiver may make, written or verbal, will be treated with the strictest confidence and have no effect upon the level of treatment and care that the service-user receives.

​

Complaints should be clear, so that it can be dealt with efficiently. 

​

To help D-Restricted Ltd understand and address your concerns as quickly as possible, please include:

1.   Your name and contact details

2.   Your baby’s name (if relevant)

3.   The date of the appointment and service type you are referring to

4.   A clear description of your concern or what went wrong

5.   What outcome you are hoping for (if applicable)

6.   Any relevant supporting information (e.g. messages, photos, or notes)

​

3. Formal Complaints
If a service-user wishes to make a formal complaint, it is requested that this is done as soon as possible following the event. Complaints can be made in writing to:

D-Restricted Ltd
31 Avondale Road
Barlestone, Nuneaton
Warwickshire CV13 0HX

or via Email: diana@tongue-tie.info by the patient's parent/legal caregiver or by an authorised person on their behalf.

​

Complaints should be made by the service-user, legal caregiver, or an authorised person on their behalf. If an authorised person is representing the complainant, written consent must be obtained from the service-user before any disclosure of information, except where legal representation or social services involvement is required due to concerns regarding parental rights.

Whilst D-Restricted Ltd can receive a complaint on behalf of a service-user, D-Restricted Ltd cannot provide any medical information to a third party that the complainant may involve without the service-user’s explicit written consent. 

​

4. Acknowledgement and Response Timescales
If your complaint is received in writing by post, you will receive an acknowledgement of receipt using Royal Mail recorded delivery within 5-10 working days.  If your complaint is received by Email, an automatic Email acknowledgment will be sent upon receipt, which will serve as confirmation that your complaint has been received.  D-Restricted Ltd will strive to provide a full written response to any complaint within 28 working days. Any delays in this process will be formally communicated to the service-user, including the reasons for the delay and a revised timeframe for resolution.

​

5. Investigation

Complaints are reviewed on receipt and assessed according to their severity, with consideration given to whether escalation is required. Each complaint is categorised as serious, moderate, or minor to ensure an appropriate and proportionate response.

Where necessary, advice and guidance may be sought to support the management of the complaint. This may include consultation with indemnity insurers, professional peers, or relevant professional bodies, including the Association of Tongue-tie Practitioners (ATP).

​

All relevant clinical records and associated documentation are carefully reviewed as part of the investigation process. Actions taken, findings, and outcomes are clearly documented and recorded within the risk register and audit records to ensure transparency and ongoing learning.

​

If a complaint involves a notifiable event under Care Quality Commission (CQC) requirements, raises a safeguarding concern, or constitutes a serious incident, the appropriate regulatory bodies are informed without delay, in line with statutory and professional obligations.

​

6. Outcome and Learning

A written response will be provided to the complainant following completion of the investigation. This response will clearly outline the findings, actions taken, and any resulting changes to practice or policy.

​

Where appropriate, a sincere apology and clear explanation will be offered in line with the Duty of Candour, ensuring openness and transparency throughout the process.

​

All complaints are also viewed as opportunities to support reflective practice and service development. They are used to inform audit activity, peer review discussions, and ongoing quality improvement to enhance the safety and effectiveness of care provided.

​

7. Escalation and Mediation
If the service-user is unhappy with the outcome of the complaint, the service-user may seek further advice from the CEDR (Centre for Effective Dispute Resolution). 

• For this, D-Restricted Ltd would make initial contact with them and forward the forms onto the service-user that they require, or CEDR directly to the service-user (this is because D-Restricted Ltd is subscribed to their annual dispute service for independent mediation via D-Restricted Ltd’s membership with the ATP).  This is an independent organisation who will provide professional mediation and investigation into the nature and outcome of the complaint. 

• The ATP have also provided some generic information to support caregivers who are unhappy with the care that they have received as guidance (https://www.tongue-tie.org.uk/complaints-and-guidance-for-caregivers).

​

The CQC encourage caregivers to tell them about their experiences of care. Service-users are given the direct link to provide feedback to CQC both through ongoing communications with the service-user and through www.tongue-tie.info website.

It helps the CQC to decide when, where and what to inspect, and to take action to prevent poor care happening to others in future. CQC also want to hear about good experiences of care too. However, it is important to know that CQC cannot make complaints for you or take them up on your behalf because as a regulator the CQC does not have powers to investigate or resolve them.

You can contact the CQC by email, telephone, or their direct ‘contact us’ form, details are below:

• Centre for Effective Dispute Resolution (CEDR). D-Restricted Ltd will facilitate initial contact and provide relevant forms.

• Association of Tongue-tie Practitioners (ATP) guidance for parents (https://www.tongue-tie.org.uk/complaints-and-guidance-for-caregivers)

• Care Quality Commission (CQC) for feedback, inspections, and safeguarding awareness (www.cqc.org.uk/tellus)

​

8. Regulatory and Professional Bodies

Whilst the Care Quality Commission (CQC) are keen to receive feedback on the services they regulate, they (CQC), the Nursing and Midwifery Council (NMC) and the Association of Tongue-tie Practitioners (ATP) do not directly deal with complaints, although they may be able to provide service-user’s with additional guidance or support and are also listed below for your convenience:

• Care Quality Commission (CQC) – www.cqc.org.uk/contact-us or email enquiries@cqc.org.uk

• Nursing and Midwifery Council (NMC) – https://www.nmc.org.uk/concerns-nurses-midwives/concerns-complaints-referrals/

• Association of Tongue-tie Practitioners (ATP) – https://www.tongue-tie.org.uk

• Information Commissioner’s Office (ICO) – 0303 1231113, www.ico.org.uk, Reference ZA100466

​

9. Confidentiality and Documentation

All complaints, investigations, and related correspondence are documented and stored securely in accordance with information governance policies, ensuring confidentiality and appropriate access at all times.

 

Records are retained for a minimum period of twenty-five years and are used to support audit processes, risk management, and ongoing service improvement activities.

 

All data is handled in compliance with the General Data Protection Regulation (GDPR) and in line with D-Restricted Ltd’s privacy policies.

​

10. Contact Details
Diana Victoria Warren
D-Restricted Ltd
31 Avondale Road
Barlestone, Nuneaton
Warwickshire CV13 0HX
Email: diana@tongue-tie.info
Tel: 07910 608179