Complaints Policy
At Noodle, we want to provide safe, compassionate and high-quality care. If something has not met your expectations, we welcome your feedback so we can put things right and continue to improve. We aim to keep this process clear, supportive and easy to follow.
What Can I Raise?
You can contact us about:
Clinical care or treatment
Communication or staff behaviour
Appointments, access or delays
Medication or clinical reports
Billing or refunds
Data protection or confidentiality
Any part of your experience with Noodle
Concerns vs Complaints
Concern: A problem that can often be resolved quickly (for example, appointment queries, access issues or technical problems).
Complaint: A formal expression of dissatisfaction that needs investigation and a written response.
A Note on Diagnosis-Related Complaints
While we welcome all feedback, we are usually unable to reconsider a diagnostic decision once an assessment has been completed.
Diagnoses are made by clinicians with specialist training in ADHD and are based on the information provided at the time of assessment, in line with NICE guidelines.
We understand that some patients may remember new details after the assessment or wish to edit informant questionnaires afterwards.
However, once the diagnostic process is complete, these retrospective changes cannot be used to alter the clinical outcome.
If significant new information has come to light, a new assessment may be required.
How to submit a formal complaint
To ensure that your concern is properly investigated, all formal complaints must be submitted through our online complaint form, here:
https://www.noodlehealth.com/feedback
Or by directly emailing our Feedback & Resolutions Team, at:
resolutionsteam@noodlehealth.com
Only complaints submitted through the official form or direct email to resolutionsteam@noodlehealth.com will be processed via our formal complaints procedure.
If you need assistance filling out the form, our team is happy to help.
What happens next?
Once we receive your complaint:
You’ll get an acknowledgment within 2 working days
Your case will be assigned to an investigator
We will investigate thoroughly, reviewing records and speaking to staff where relevant
You will receive a written response within 30 working days, unless we agree a different timescale with you, which includes:
What we found
Any actions we’ve taken
An apology if appropriate
Information on next steps if you're still not satisfied
We may offer a follow-up phone call to explain our response if that would be helpful to you.
Second opinions or amendments following assessment
If you are requesting a second opinion or an amendment following your assessment, please refer to your Final Outcome Letter or email, which includes the relevant links and guidance on how to proceed.
Complaints on someone else’s behalf
If someone is raising a complaint on your behalf, we usually need your written consent unless there is a safeguarding or public interest reason.
Time limits
Complaints should be submitted within 6 months of the issue, or from when you became aware of it.
What we may not investigate
Noodle will respond empathetically to all concerns raised. However, behaviour that becomes abusive, threatening, or persistently unreasonable may require communication boundaries to protect staff wellbeing and ensure fair access to services.
Restrictions may be applied when a patient or representative:
Uses aggressive, abusive, discriminatory, or intimidating language or behaviour
Sends excessive volumes of communication that place unreasonable demands on staff time
Repeatedly raises the same issue after a clear final response has been provided
Submits frequent or serial complaints with the intention of securing preferential treatment or expedited services
Refuses to engage constructively with the complaints process
Where restrictions are necessary, they will:
Be proportionate to the behaviour and its impact
Be authorised by senior leadership
Be clearly communicated in writing, including the reason for the restriction and its duration
Noodle may implement measures such as limiting communication to a single point of contact, setting response‑frequency expectations, or declining to revisit issues that have already received a final response. These measures aim to maintain a safe, respectful environment for patients and staff while ensuring the complaints process remains fair and accessible to all.
We also reserve the right to restrict communication in line with our policy on vexatious complaints.
If You Remain Unhappy
You have the right to escalate your complaint.
Private Patients
Independant Sector Complaints Adjudication Service (ISCAS)
NHS-Commissioned Care
Parliamentary & Health Service Ombudsman (PHSO)
Care Quality Commission (CQC)
The CQC doesn’t investigate individual complaints but welcomes information about care quality.
03000 616161
We will always explain your options clearly.
Thank you for helping us improve
We appreciate all feedback — even when it's difficult to hear. Your voice helps us learn, grow, and deliver the best care possible.
If you would like to make suggestions on how we can improve our service, we are keen to hear!
📧 Email: yourvoice@noodlehealth.com
If you have questions about the complaints process before submitting, feel free to get in touch.
📧 Email: resolutionsteam@noodlehealth.com
📞 Contact our Client Success Team number on our website home page.