Complaints Policy
How to raise a concern, how we will respond, and your rights if you remain dissatisfied
At Fairfield Hearing we aim to provide the highest standard of clinical care and personal service. When something falls short of that standard, we want to know. We take all complaints seriously and will always respond with openness, fairness, and respect. HCPC Standard 8 requires us to be open when things go wrong — this commitment reflects that standard.
How to Make a Complaint
Contact us to raise a complaint
By email (preferred)
[email protected]
Subject: FAO Complaints
By telephone
0131 378 5800
Mon–Fri, 10:00–16:00
In writing
Fairfield Hearing, 2 Stafford Street
Edinburgh, EH3 7AU
FAO: Complaints
In person
Either Edinburgh clinic – ask to speak with Stephen Fairfield or a senior team member
You may also raise a complaint on behalf of a patient with their written consent.
What Happens Next
Stage 1 – Acknowledgement
We will acknowledge your complaint within 3 working days of receiving it. The acknowledgement will confirm receipt, name who is handling your complaint, and give you a reference number.
Stage 2 – Investigation
Stephen Fairfield, as Principal Audiologist and Founder, will personally review all clinical complaints. Administrative complaints will be reviewed by the relevant team member with oversight from Stephen. We may contact you for clarification during this period.
Stage 3 – Full written response
We aim to provide a full written response within 20 working days. If we need more time, we will let you know within 20 working days and give a revised timescale. Our response will: explain our findings; acknowledge clearly where we fell short; describe the action we are taking; describe steps to prevent recurrence; and inform you of your right to escalate.
If You Are Not Satisfied with Our Response
If you remain dissatisfied after Stage 3, you may escalate to an external body:
| Nature of concern | External body | Contact |
|---|---|---|
| Professional conduct or competence of an HCPC-registered audiologist | Health and Care Professions Council (HCPC) — fitness to practise | hcpc-uk.org/concerns · Tel: 0300 500 4472 |
| Consumer dispute about goods or services | Trading Standards Scotland or Citizens Advice Bureau | cas.org.uk |
| How your personal data was handled | Information Commissioner’s Office (ICO) | ico.org.uk · 0303 123 1113 |
The HCPC fitness to practise process deals with concerns about a practitioner’s ability to practise safely. It is not a compensation mechanism. For financial redress, contact Trading Standards or seek independent legal advice.
Confidentiality
All complaint information is handled in confidence in accordance with our Privacy Policy. Information about your complaint is shared only with those who need it to investigate and respond.
Learning from Complaints
We record all complaints and concerns and review them regularly to identify patterns and improvements. Feedback — including complaints — is a key part of how we maintain and raise our clinical and service standards.
Raising Concerns Directly with the HCPC
You have the right to contact the HCPC directly at any time about a registered practitioner – you are not required to complete our internal process first. However, many concerns can be resolved more quickly through direct dialogue with us.