Complaints

NTW Solutions – Complaints about the company

NTW Solutions is committed to providing a clear, fair, and transparent process for managing complaints and concerns raised by users of our services. The following process applies to all NTW Solutions services and our staff, and it covers both informal concerns and formal complaints.

Complaints relating to the services provided under our Contracts and Service Level Agreements to Cumbria, Northumberland, Tyne, and Wear NHS Foundation Trust will be dealt with through the Trust Complaints Policy CNTW(O)07.  A fully managed complaints process is outlined in this document with agreed timeframes for responses.  The policy ensures a robust reporting process is in place to provide assurance to the Trust and the Company that all matters are dealt with in an appropriate and timely manner.

Complaints relating to services provided by NTW Solutions through a letter of engagement to a client organisation (including complaints concerning invoices) should in the first instance be raised with our director who is named within the engagement letter as the supervisor of your work and, if this does not resolve the issue to your satisfaction or you would prefer that the problem be dealt with by someone else, then please contact our Managing Director by emailing: NTWSolutions@ntw.nhs.uk

For all other complaints, where neither of the above processes apply, the company will handle these in an open and transparent manner, ensuring that information is accessible, and communication is clear. Investigations will be evidence-based, and responses will be provided promptly. Complaints will be used as an opportunity for learning and continuous improvement.

Informal concerns should be resolved at the earliest opportunity by NTW Solutions staff, with acknowledgment provided within three working days. If an informal concern cannot be resolved, it may be escalated to a formal complaint.

Formal complaints should be submitted via email to NTWSolutions@ntw.nhs.uk, after which a manager will be assigned within three working days to oversee the process. Investigations will be carried out by someone not directly involved in the matter, and clear timescales will be communicated, with an aim to resolve complaints within six months.

The outcome of an investigation will be communicated in writing and will include findings, remedies, and any learning identified. Remedies may include an apology, reconsideration of a decision, a refund, or changes to policies and procedures. If the complainant is dissatisfied with the outcome, they may request a review by writing to the Company Secretary. An Executive Director will then be assigned to review the complaint and the decision.

The Managing Director holds overall accountability for complaints management, with the other company Directors being responsible for monitoring implementation and learning within their departments. All staff are expected to cooperate fully in the handling and investigation of complaints.

This statement does not cover situations where the Company’s Grievance Policy or Incident Management Policy apply.

NTW Solutions maintains records of all complaints and outcomes, monitors trends, and uses insights to improve services. For any queries or to raise a complaint, please contact NTWSolutions@ntw.nhs.uk.