Complaints Procedure

At ScanAlign, we believe that true care extends beyond the scan. If something hasn’t gone as expected, we don’t just want to hear about it, we need to. Every complaint is a valuable opportunity to understand your experience, restore your trust, and improve the service we offer to every patient who walks through our doors.

1. Our Commitment to You

We are committed to listening to your concerns with empathy and openness. We aim to resolve issues fairly and promptly, and we use your feedback to drive real improvements across our service. Most importantly, we guarantee that raising a concern will never affect the care you receive.

2. Who Can Raise a Concern

Complaints are welcome from any patient who has used our services. We also accept complaints from carers, family members, or advocates acting on a patient’s behalf, provided appropriate consent is given.

To help us investigate effectively, we ask that complaints be made within 12 months of the issue occurring or coming to your attention. Where there are exceptional reasons for a delay, we will still consider your concern.

3. How to Raise a Complaint

You can submit a complaint in writing, over the phone, or in person. Please include your full name and contact information, the date of your appointment or interaction, a clear explanation of what happened, and what you feel would be a fair outcome.

We can also provide this procedure in large print or alternative formats. If you require an interpreter or communication support, please let us know and we’ll adapt our approach to meet your needs.

4. What Happens Next – Step by Step

1. Acknowledgement: We’ll confirm receipt of your complaint within two working days.
2. Investigation: A senior team member or our registered complaints lead will carry out a fair and thorough review.
3. Outcome: We aim to respond within 10 working days. If we need longer, we’ll keep you updated.
4. Resolution: You’ll receive a written response explaining our findings and any actions taken.

If we haven’t resolved your complaint within 28 days, or if you’re unhappy with our final response, you may choose to escalate the matter.

5. What We Do with Your Complaint

We believe every complaint is a chance to improve. Your concerns are not only reviewed to resolve the issue, they are also analysed to help us identify patterns and prevent future problems. If something can be corrected, retrained, or redesigned, we make it happen.

6. Possible Outcomes

Depending on the nature of the issue, outcomes may include:

• An apology and explanation
• A follow-up appointment or correction of service
• A policy or process review
• Staff training to avoid recurrence

Your complaint will be taken seriously and addressed by people with the authority to make meaningful change.

7. If You're Still Unhappy

If you feel your complaint was not handled fairly or remains unresolved, you can escalate your concern to the Care Quality Commission (CQC):

8. Independent Support

If you need help making a complaint, confidential and independent advice is available:

• POhWER – 0300 456 2370 | www.pohwer.net
• VoiceAbility – 0300 303 1660 | www.voiceability.org
• NHS Advocacy Services – available via your local council

9. Final Word

Raising a complaint isn’t just your right, it’s a valuable contribution to improving our care. We are here to listen, to learn, and to make things right. If we didn’t meet your expectations, we want the opportunity to earn your trust again.

Your experience matters and your voice helps shape how we serve every patient after you.