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Complaints Policy

COMPLAINTS POLICY

DVSP Ltd trading under the UK ME/CFS specialist clinic

Policy Title: Complaints PolicyRegulation: Regulation 16 (Receiving and Acting on Complaints)Associated Regulation: Regulation 20 (Duty of Candour)Version: 1.0Effective Date: 31/0/2026Review Date: 31/0/2027Responsible Person: Prof Dmitry Pshezhetskiy (Director & Registered Manager)


1. Purpose of This Policy

DVSP Ltd is committed to providing safe, high-quality, patient-centred care. This Complaints Policy ensures that:

  • Patients feel confident to raise concerns or complaints

  • Complaints are handled openly, fairly and promptly

  • Learning from complaints is used to improve the service

This policy complies with:

  • Regulation 16: Receiving and Acting on Complaints

  • Regulation 20: Duty of Candour

  • The Accessible Information Standard

  • The Equality Act 2010

  • UK GDPR

  • The Data Protection Act 2018


2. Scope

This policy applies to:

  • All patients using the DVSP Ltd online clinic

  • All complaints relating to clinical care, communication, administration or service delivery

The service is online only and has one clinician.


3. How People Can Make a Complaint

3.1 Who Can Complain

Complaints may be made by:

  • Patients

  • Former patients

  • Representatives acting with patient consent

  • Advocates or carers (with appropriate authority)

3.2 How to Make a Complaint

Complaints can be made:

  • By email

  • In writing

  • Verbally during or after a consultation

All complaints will be taken seriously regardless of how they are raised.

3.3 Where Complaints Should Be Sent

Complaints should be directed to:

Prof Dmitry PshezhetskiyDirector & Registered ManagerDVSP LtdEmail: admin@ukmecfsspecialist.co.uk Postal address: Piccadilly Business Centre, Blackett Street, Manchester, England, M12 6AE 


4. Supporting People Who Wish to Complain

DVSP Ltd will:

  • Treat complainants respectfully and without discrimination

  • Offer reasonable adjustments where required (e.g. written communication instead of verbal)

  • Accept complaints in alternative formats if needed

  • Ensure no patient is disadvantaged or treated differently as a result of raising a complaint

This approach complies with:

  • Accessible Information Standard

  • Equality Act 2010


5. Managing Complaints – Step-by-Step Process

Stage 1: Receipt and Acknowledgement

  • All complaints are acknowledged within 3 working days

  • The acknowledgement will confirm:

    • That the complaint has been received

    • Who is handling it

    • The expected timescale for a response

Stage 2: Investigation

  • The complaint is reviewed objectively

  • Relevant clinical records and communications are examined

  • Any factual issues are clarified

  • If clarification is required, the complainant will be contacted

Stage 3: Response

  • A full written response is provided within 20 working days

  • The response will include:

    • A summary of the complaint

    • Findings of the investigation

    • An explanation of conclusions

    • An apology where appropriate

    • Any actions taken or planned

Stage 4: Ongoing Communication

  • The complainant will be kept informed if delays occur

  • Revised timescales will be agreed where needed


6. Duty of Candour

DVSP Ltd adheres to Regulation 20: Duty of Candour.

Where a complaint identifies:

  • An error

  • Harm

  • A failing in care

The provider will:

  • Be open and honest

  • Apologise sincerely

  • Explain what happened

  • Describe steps taken to prevent recurrence

  • Document all actions taken


7. If the Complainant Is Unhappy With the Outcome

If a complainant is dissatisfied with the response, they may:

  • Request a further review of the complaint

  • Refer the complaint to external bodies such as:

    • Care Quality Commission (CQC)

    • Independent healthcare adjudication services

    • Professional regulators where appropriate

DVSP Ltd will fully cooperate with any independent review.


8. Learning From Complaints

8.1 Recording Complaints

All complaints are:

  • Logged securely

  • Dated and categorised

  • Stored in compliance with UK GDPR

8.2 Reviewing Complaints

Complaints are reviewed to identify:

  • Themes or patterns

  • Areas for improvement

  • Risks to patient safety

8.3 Improving the Service

Learning from complaints may lead to:

  • Changes in clinical practice

  • Improved communication processes

  • Policy updates

  • Additional professional reflection or training

8.4 Monitoring Effectiveness

The complaints system is reviewed:

  • Annually

  • Following any serious complaint


9. Special Circumstances – Complaints About the Registered Manager

9.1 Registered Manager Complaints

The Registered Manager and Director is Prof Dmitry Pshezhetskiy.

If a complaint concerns the Registered Manager:

  • The complaint will be handled objectively

  • Advice may be sought from:

    • Professional indemnity provider (MDDUS)

    • Independent professional peers

  • The complainant will be informed of their right to escalate externally

This ensures fairness and transparency where roles overlap.


10. Confidentiality and Data Protection

All complaints are handled in accordance with:

  • UK GDPR

  • Data Protection Act 2018

Information is:

  • Kept confidential

  • Used only for investigation and learning

  • Not shared unnecessarily


11. Review of This Policy

This policy is reviewed:

  • Annually

  • Following regulatory changes

  • After serious complaints


Signed:Prof Dmitry PshezhetskiyDirector & Registered ManagerDVSP Ltd



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