Complaints Procedure

If you would like to provide feedback or make a complaint about your experience, please write to us as soon as possible, but no longer than 6 months after the event. Please send your communication to the Director of Clinical Services who will then ensure that a thorough investigation is undertaken.

We aim to provide a full response within 20 working days of receiving a written complaint. As part of resolving your complaint, you may be invited to speak to the Director of Clinical Services via the phone, or if you prefer, an appointment can be made for you. This is known as stage 1.

MOCS will:

  • Treat your concerns in the strictest confidence
  • Listen to every complaint
  • Respond promptly and where necessary send regular progress updates
  • Be open, honest and thorough in any investigation
  • Treat everyone fairly and objectively
  • Use the experience to improve our services and standards.

If however matters are not resolved to your satisfaction and you remain unhappy, you are invited to write to the Chief Executive of MOCS at the above address, within 6 months of the date of the hospital decision letter, providing details of the aspects of your complaint that remain unresolved. This is known as stage 2.

The Chief Executive will consider your complaint and review the way in which it has been handled and respond to you where possible within 20 working days of receiving your written complaint.

Verbal Complaints

All verbal complaints will be taken seriously and acted on. If you make a verbal complaint to a member of staff please try and note who you spoke to and when. The member of staff will attempt to resolve your complaint immediately. If this is not possible, the complaint will be further investigated.

If you are in the facility, the investigation will be completed within one working. If you have been discharged, you will receive a letter acknowledging receipt of your complaint within two working days and then a full response within 20 working days.