Complaints Policy and Procedure

1. Our Commitment

Last updated: 23 October 2026

We are committed to providing high-quality, professional and respectful psychological and neuropsychological services.

We recognise that concerns or complaints may occasionally arise. We welcome feedback and take all complaints seriously, treating them fairly, sensitively and confidentially.

Our aim is to resolve concerns promptly, learn from feedback and maintain the highest standards of professional care.

Raising a complaint will not result in unfair treatment or adversely affect your right to appropriate care.

2. How to Raise a Concern or Complaint

If you are unhappy with any aspect of our services, we encourage you to raise your concerns with Dr Silva directly, where you feel comfortable doing so.

Alternatively, you can submit a complaint by contacting us at:

Email: info@drdanielsilva.com

Complaints may relate to clinical care, communication, appointments, fees, confidentiality or other aspects of the service.

You do not need to follow a particular format when making a complaint. However, providing relevant details, including what happened and how you would like the matter resolved, will help us investigate your concerns.

Where appropriate, Dr Silva's Personal Assistant may acknowledge your complaint and assist with its administration. Clinical complaints will be referred to Dr Silva for appropriate consideration.

If you would prefer to submit your complaint by post, please contact us to request the appropriate correspondence address.

3. How We Handle Complaints

We aim to acknowledge written complaints within five working days of receipt.

Review and Investigation

We will review the concerns raised, consider relevant information and, where appropriate, contact you for clarification.

Complaints will be handled impartially, with due regard to confidentiality and professional obligations.

Where a complaint concerns clinical care, Dr Silva will consider the issues raised and any appropriate steps required.

Response and Resolution

We aim to provide a written response within 20 working days of acknowledging a complaint.

Where a complaint is complex or requires additional investigation, we will explain the reason for any delay and provide an updated timescale.

Our response will explain the outcome of the review and, where appropriate, any proposed action or improvements.

4. Confidentiality

Complaints and associated information will be handled confidentially and shared only with those who reasonably need access to investigate or respond.

Personal information will be processed in accordance with our Privacy Policy and applicable data protection legislation.

5. If You Remain Dissatisfied

If you remain dissatisfied with our response, you may ask us to review your concerns further.

You may also be able to raise concerns with an appropriate external professional or regulatory organisation.

Dr Daniel Silva is registered with the Health and Care Professions Council (HCPC), which regulates practitioner psychologists in the United Kingdom.

HCPC registration number: PYL37342

The HCPC considers concerns about a registrant's fitness to practise, including matters relating to professional conduct, competence and public protection. It does not generally resolve individual service complaints or award compensation.

Further information is available at:

Health and Care Professions Council (HCPC)

Website: https://www.hcpc-uk.org

If your complaint concerns the handling of your personal information, you may also contact the Information Commissioner's Office (ICO):

Website: https://ico.org.uk

6. Monitoring and Review

We keep appropriate records of complaints and their outcomes, subject to applicable confidentiality and data protection requirements.

Complaints and feedback are reviewed to identify opportunities to improve our services.

This policy will be reviewed periodically and updated where necessary to reflect changes in professional guidance, legislation or practice arrangements.