Complaints Procedure

Last updated: 14/09/2026

We aim to provide a high standard of care, and we take complaints seriously. We handle complaints in line with good clinical governance practice.

How to raise a complaint

You can raise a complaint by:

Please include your name, membership details, and as much detail as possible about your concern.

What happens next

  1. Acknowledgement — we'll acknowledge your complaint within [X working days].
  2. Investigation — your complaint will be reviewed, which may include speaking to the clinician involved, in line with our clinical governance procedures.
  3. Response — we aim to provide a full written response within [X working days]. If we need longer (for example, for a complex clinical review), we'll let you know and explain why.

If you're not satisfied with our response

You can ask for your complaint to be escalated to [named senior clinical lead / manager].

If you remain unhappy after our internal process, you can contact an independent complaints body:

  • Independent Sector Complaints Adjudication Service (ISCAS) or equivalent — [confirm whether you're a member of an independent healthcare complaints scheme, as this is expected for private providers]

Confidentiality

All complaints are handled confidentially and will not affect the quality of care or service you receive.

Last updated: 14/09/2026

We aim to provide a high standard of care, and we take complaints seriously. We handle complaints in line with good clinical governance practice.

How to raise a complaint

You can raise a complaint by:

Please include your name, membership details, and as much detail as possible about your concern.

What happens next

  1. Acknowledgement — we'll acknowledge your complaint within [X working days].
  2. Investigation — your complaint will be reviewed, which may include speaking to the clinician involved, in line with our clinical governance procedures.
  3. Response — we aim to provide a full written response within [X working days]. If we need longer (for example, for a complex clinical review), we'll let you know and explain why.

If you're not satisfied with our response

You can ask for your complaint to be escalated to [named senior clinical lead / manager].

If you remain unhappy after our internal process, you can contact an independent complaints body:

  • Independent Sector Complaints Adjudication Service (ISCAS) or equivalent — [confirm whether you're a member of an independent healthcare complaints scheme, as this is expected for private providers]

Confidentiality

All complaints are handled confidentially and will not affect the quality of care or service you receive.