Safeguarding & Complaints

Cognition Care has a legal and professional duty to safeguard children, young people, and adults at risk of harm. We comply with the Children Act 1989, the Care Act 2014, CQC Fundamental Standards, and all relevant safeguarding legislation and guidance.

• All clinicians and staff at Cognition Care receive regular safeguarding training appropriate to their role.

• We act with care, discretion, and professionalism, recognising that some patients may be more vulnerable due to age, disability, neurodivergence, health needs, or life circumstances.

• Concerns about abuse, neglect, exploitation, or serious risk of harm are always taken seriously and escalated according to our safeguarding policies and statutory duties.

• Safeguarding is monitored through our Governance and Quality Assurance framework, ensuring compliance, accountability, and continuous improvement.

Your safety and wellbeing are our priority.

If we are concerned that you, a child, or another person is at risk of harm, abuse, or neglect, we may have a legal and professional duty to share relevant information with safeguarding agencies. This may include:

• Local authority safeguarding teams

• Emergency services

• Your GP or other healthcare professionals involved in your care

We will always aim to speak with you before sharing information, unless doing so would increase the level of risk.

• Any information shared will be limited to what is necessary, in line with GDPR and safeguarding law.

• All safeguarding disclosures are documented and reviewed by the Safeguarding Lead to ensure accountability and compliance.

• Safeguarding responsibilities take priority over consent where there is an immediate or serious risk of harm.

Cognition Care has a named Safeguarding Lead responsible for overseeing all safeguarding concerns and ensuring compliance with statutory duties:

Dr Ramenjeet Sharma
Consultant Psychiatrist & Safeguarding Lead
Contact: admin@cognitioncare.co.uk
(please include “Safeguarding – FAO Dr Sharma” in the subject line)

• If you are a patient, parent, carer, or professional and have a safeguarding concern relating to our care, please contact us directly.

• Concerns can be raised by emailing admin@cognitioncare.co.uk with “Safeguarding Concern” in the subject line so they can be prioritised.

• All concerns will be taken seriously, logged, and reviewed by the Safeguarding Lead.

• Where urgent action is required, concerns may be escalated immediately to statutory safeguarding services.

• If the Safeguarding Lead is unavailable, a Deputy Safeguarding Lead will be nominated to ensure that concerns are always addressed promptly.

Cognition Care has dedicated safeguarding policies covering both children and adults at risk:

• Cognition Care Ltd – Safeguarding Children Policy

• Cognition Care Ltd – Safeguarding Vulnerable Adults Policy

These policies set out in detail how we identify, respond to, and escalate safeguarding concerns in line with the Children Act 1989, the Care Act 2014, CQC Fundamental Standards, and national safeguarding guidance.

Policies are reviewed annually as part of our Governance and Quality Assurance framework.

Our safeguarding policies are available to patients, parents, carers, and professionals on request.
To request a copy, please email admin@cognitioncare.co.uk with “Safeguarding Policy Request” in the subject line.

We want every patient to feel listened to and respected. If you are unhappy with any part of your care, you have the right to raise a concern or complaint without it affecting your treatment.

• Step 1 – Informal resolution: raise concerns with your clinician or our admin team. We aim to resolve issues quickly, often within 24 hours.

• Step 2 – Formal complaint: if not resolved, please email admin@cognitioncare.co.uk with full details. Complaints can also be raised by letter, phone, or through a representative (with consent).

• Step 3 – Acknowledgement: we will acknowledge your complaint within 3 working days.

• Step 4 – Investigation: a senior staff member not involved in the issue will investigate fairly and thoroughly.

• Step 5 – Response: you will receive a written response within 28 calendar days. If more time is needed, we will keep you updated.

• Step 6 – Escalation: if you are not satisfied, you may escalate the matter to a Director or contact the Care Quality Commission (CQC).

We also follow the Duty of Candour, which means if something goes wrong and causes you harm, we will explain openly, apologise in writing, and take steps to put things right.

If you are dissatisfied with the outcome of our internal complaints process, you may first request that your complaint is reviewed by a Director at Cognition Care.

If you remain unhappy after this stage, you can escalate your concern in the following ways, depending on the nature of the issue:

• Care Quality Commission (CQC): You can share concerns about how we provide our services. The CQC does not investigate individual complaints but may use the information to inform their regulatory oversight.
  www.cqc.org.uk

• Information Commissioner’s Office (ICO): For complaints relating to the handling of your personal data.
  www.ico.org.uk

• Professional regulators: If your concern relates to the professional conduct or fitness to practise of an individual clinician, you may contact their regulator:

  • General Medical Council (GMC) – for doctors
    www.gmc-uk.org

  • Nursing and Midwifery Council (NMC) – for nurses
    www.nmc.org.uk

• Legal advice: You may also seek independent legal advice if you wish to pursue your complaint further.

Raising a concern or complaint will never affect the care or treatment you receive at Cognition Care.

• All complaints are handled confidentially and with respect.

• Patients will not be treated differently or disadvantaged because they have raised a complaint.

• This principle is set out in our Complaints, Comments & Compliments Policy and monitored through our governance systems.

To keep you safe and ensure high standards, all staff at Cognition Care:

• Receive regular safeguarding training (including updates on child and adult safeguarding law).

• All staff are trained and supported to respond to complaints and feedback in line with our Complaints, Comments and Compliments Policy

• Are supported through our Governance and Training & Development Policies, which set clear expectations for accountability and escalation.

• Work under the oversight of our Clinical Lead and Safeguarding Lead, who monitor compliance and act on any concerns.