Whether you’ve had a great experience, have an idea for how we could do things better, or something hasn’t gone as you’d hoped, we’re here to listen.
Your feedback helps us understand what matters to you, recognise the things we’re doing well and learn where we can improve. We’ll listen with care, treat you fairly and work together as one team to understand what has happened.
Speaking up will never affect the care or support you receive.
If you have a question or something needs sorting out, the client journey team is often the best place to start. They can help with things such as:
Telephone: 01242 571883
Email: clientjourney@theowl.org
We welcome feedback about any part of your experience with The Owl. You might want to tell us about:
We’ll share your feedback with the right people so we can recognise great work, learn from your experience and find creative ways to improve.
If something is worrying you, please tell us. You don’t need to know who to contact or get the wording right, just tell us what has happened and we’ll help from there.
Where possible, the team supporting you will try to resolve things with you. If your concern is serious or hasn’t been resolved, our complaints team can look into it.
Email: complaints@theowl.org
If email isn’t accessible or comfortable for you, please let us know. We can arrange another way for you to share your concerns.
We usually ask that complaints are made within 12 months of the event, or within 12 months of becoming aware of the issue.
We want the process to be clear and reliable.
We’ll let you know we’ve received it within 3 working days.
We’ll make sure we understand what happened, what you’re concerned about and what you’d like us to look into.
We’ll review the relevant information and speak to the people involved. We’ll consider everything fairly and carefully.
We aim to provide a full written response within 30 working days. We’ll explain what we’ve found and any actions or improvements we’ll make.
If we need longer to complete our investigation, we’ll let you know why and agree a new timeframe with you.
If your report contains a factual error, please email enquiries@theowl.org with:
This could include an incorrect date, personal detail or information recorded incorrectly during your appointment.
A difference in clinical opinion or interpretation isn’t a factual error. If you have concerns about your diagnosis or clinical opinion, please speak to the team supporting you. They’ll listen, answer your questions and explain the next steps.
Our complaints process can’t be used to change a clinical diagnosis or professional opinion, request a reassessment or obtain a second opinion.
We’ll always aim to resolve concerns fairly and reliably.
If you’re still unhappy after our final response, you may be able to take your complaint to:
We’ll explain the appropriate next steps in our response.
Making a complaint will never negatively affect the care or support you receive.
Anyone affected by our services can make a complaint. If you’re complaining on behalf of someone aged 16 or over, we may need their consent to share information about their care.
We’ll only share information with people who need it to investigate and respond. We may use learning from complaints to improve our services while protecting your personal information.
If your concern can be resolved by the team supporting you, this is often the quickest route.
This includes legal claims for compensation, changing a clinical diagnosis or professional opinion, requesting a second opinion or reassessment, and Subject Access Requests for medical records.
If your concern doesn’t fit within our complaints process, don’t worry, we’ll explain the right route and help you from there.
We know we won’t always get everything right. What matters is that we listen, learn and keep improving.
Your feedback helps us improve experiences, strengthen our services, share learning as one team and find creative ways to do things better.
Thank you for taking the time to have your say.
