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Allergy Nurture Care Ltd – Complaints and Feedback Pathway

Our Commitment to Feedback

Allergy Nurture Care Ltd, operating publicly as Allergy Nurture Nurses, is committed to providing safe, high-quality, compassionate and professional nurse-led advisory care. We welcome all forms of feedback, including comments, suggestions and complaints, as they help us to continually evaluate, improve and optimise the service we provide to children, young people and families.

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Listening to your experiences allows us to align our practice with Care Quality Commission (CQC) expectations and ensures that your voice remains at the center of our service delivery.

How to Provide Informal Feedback or Comments

If you would like to share a positive experience, offer a suggestion or discuss a minor concern informally, please contact our Registered Manager directly:

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We review all feedback constructively to support parent education and improve our clinical communication workflows.

Formal Complaints Procedure

If you are dissatisfied with any aspect of the service received from Allergy Nurture Care Ltd and wish to raise a formal complaint, we operate a structured and transparent pathway to ensure your concerns are investigated thoroughly, fairly and promptly.

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Step 1: Submitting Your Complaint

Please submit your formal complaint in writing by emailing Catherine Neale at catherine@allergynurturenurses.co.uk. To help us investigate effectively, please provide:

  • The patient name and date of birth.

  • The date of the consultation or incident.

  • A clear description of your specific concerns.

  • Your preferred contact details and your desired outcome.

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Step 2: Acknowledgment

We will acknowledge receipt of your formal written complaint via email within 3 working days. This acknowledgment will confirm that your concern is being investigated and will provide you with a direct point of contact.

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Step 3: Investigation and Review

The Registered Manager will conduct a thorough and objective review of the circumstances surrounding your complaint. This process may involve reviewing clinical documentation, administrative consultation logs or speaking with any operational associates involved in your care journey.

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Step 4: Formal Response

We aim to provide a comprehensive, written response detailing our findings, conclusions and any corrective actions taken within 20 working days of the initial acknowledgment.

 

If an investigation is complex and requires additional time, we will contact you before the deadline to provide a transparent status update and an updated expected resolution date.

Confidentiality and Record Keeping

All complaints and feedback are handled with strict professional confidentiality. Any personal data or health information processed in connection with a complaint will be stored securely and retained in accordance with our Privacy Policy, UK GDPR and the Data Protection Act 2018. Raising a concern or complaint will never negatively affect your access to the service or the quality of advisory care provided to your family.

Escalation Route

As a CQC-registered provider, Allergy Nurture Care Ltd aims to resolve all matters constructively and directly with our families. However, if you remain dissatisfied with our final internal response, you have the right to escalate your concerns to appropriate professional or regulatory bodies:

  • Care Quality Commission (CQC): You can share feedback or raise concerns regarding the quality of care directly with the regulator via the official CQC website.

  • Information Commissioner’s Office (ICO): If your complaint relates specifically to how your personal data or health records have been handled, you can contact the UK data control authority directly via their helpline on 0303 123 1113 or through the online portal at www.ico.org.uk.

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