THE BALANCE
Last updated: January 10th, 2026
1. Purpose of This Policy
THE BALANCE (“THE BALANCE”, “we”, “us”) is committed to providing care that respects individual rights, dignity, and wellbeing. We recognize the importance of clear avenues for feedback, concerns, and complaints.
This policy explains the rights of individuals engaging with THE BALANCE and outlines how concerns or complaints can be raised and addressed respectfully.
2. Patient & Client Rights
Individuals engaging with THE BALANCE have the right to:
- be treated with dignity, respect, and consideration
- receive care that is appropriate, ethical, and clinically responsible
- be informed about the nature of services provided
- ask questions and receive clear explanations
- participate in decisions about their care
- privacy and confidentiality, subject to legal and ethical limits
- raise concerns without fear of disadvantage or retaliation
These rights apply regardless of treatment status or duration.
3. Raising a Concern or Complaint
Concerns or complaints may relate to:
- clinical care or treatment approach
- communication or conduct
- administrative or organizational matters
- facilities or environment
- ethical or professional issues
Individuals are encouraged, where appropriate, to raise concerns early so they can be addressed promptly.
4. How to Submit a Complaint
Complaints may be raised:
- verbally with a member of staff
- in writing via email or letter
- through an appointed representative, where appropriate
Complaints should be directed to:
THE BALANCE
Email: legal@thebalance.clinic
Where possible, complaints should include relevant details to support understanding and review.
5. Handling of Complaints
THE BALANCE aims to:
- acknowledge complaints in a timely manner
- review concerns objectively and respectfully
- involve appropriate clinical or management oversight
- communicate outcomes clearly, where appropriate
Complaints are handled confidentially and without prejudice.
6. Review & Resolution
Complaints may be reviewed by:
- clinical leadership
- senior management
- relevant professionals involved in care
Where appropriate, steps may be taken to:
- clarify misunderstandings
- address identified issues
- improve institutional practices
Not all complaints can result in a specific outcome, but all are taken seriously.
7. No Retaliation
Raising a concern or complaint will not result in:
- retaliation
- reduced quality of care
- disadvantage in access to services
THE BALANCE encourages open and respectful communication.
8. External Support & Escalation
Where appropriate, individuals may seek independent advice or support from relevant professional or regulatory bodies. THE BALANCE will cooperate with lawful and appropriate external processes.
9. Relationship to Other Policies
This policy should be read alongside:
- Confidentiality Policy
- Ethical Code & Professional Standards
- Clinical Governance
- Client Terms & Conditions
10. Updates to This Policy
This Complaints & Patient Rights policy may be reviewed periodically to reflect changes in practice, regulation, or institutional learning. The most current version is available on our website.
11. Contact Information
For questions regarding this policy or to raise a concern:
THE BALANCE
Email: legal@thebalance.clinic
