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Complaints Policy

Complaints Policy — OMNIA Mental Health Clinic

OMNIA Mental Health Clinic is committed to providing a high-quality, professional, and compassionate service to all clients. We welcome feedback and take complaints seriously, as they help us improve our services.

If you are dissatisfied with any aspect of our care, treatment, communication, or administration, we encourage you to let us know so we can address your concerns promptly and fairly.

How to Make a Complaint

You may submit a complaint in any of the following ways:

By email: info@omniamentalhealth.com
By phone: 01 552 01 25
By post or in person:
OMNIA Mental Health Clinic
122 Baggot Street Lower
Dublin 2
D02 NC82
Ireland

If you prefer, a complaint may also be made by a parent, guardian, advocate, or representative on your behalf (with your consent where appropriate).

What Happens Next

  1. Acknowledgement
    We will acknowledge receipt of your complaint within 5 working days.

  2. Investigation
    Your complaint will be reviewed carefully and impartially by the clinic management or an appropriate senior staff member not directly involved in the issue where possible.

  3. Response
    We aim to provide a full written response within 20 working days.
    If more time is required due to the complexity of the matter, we will inform you of the expected timeframe.

Resolution

Our response may include:

  • An explanation of what happened

  • An apology where appropriate

  • Details of any corrective action taken

  • Steps to prevent recurrence

Where possible, we aim to resolve concerns informally and collaboratively.

Confidentiality

All complaints are handled sensitively and confidentially. Information will only be shared with staff directly involved in investigating or resolving the issue.

Raising a complaint will not negatively affect your ongoing care.

External Options

If you are not satisfied with our response, you may seek advice or pursue the matter through external bodies, such as:

  • Your healthcare provider or GP

  • Professional regulatory bodies (if applicable)

  • Legal advice services

Continuous Improvement

Complaints are reviewed periodically to identify trends and improve the quality and safety of our services.

Last reviewed: February 2026
Next review: February 2027