We're Here to Help
We’re sorry to hear that you had a difficult experience with our service. It takes courage to speak up, and we want you to know you’re in the right place. By sharing your concerns, you help us understand exactly what happened so we can work together on a fair resolution and use your feedback to improve our care for every patient.
How to Submit Your Complaint
Click here to fill out our Complaint Form. The more information you provide, the faster we can investigate. In the form, be sure to include:
• Your full name
• Your email - ensure this is the email you've registered with
• A clear description of what happened, including any dates, times, or requests that are relevant
• Any supporting documents (screenshots, letters)
What Happens Next
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Acknowledgment (within 3 working days)
We’ll send you an email confirming we received your complaint. - We'll assign a dedicated Complaint Manager who will be your point of contact throughout the process.
- Your Complaint Manager will review relevant records, interview anyone involved, and examine any reports or evidence you provided. We may call or email you if we need more information or clarification.
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Complaint Response (within 20 working days, though usually sooner)
You’ll receive a written response summarising our findings: what we discovered, any actions we’re taking, and next steps. If we need longer to investigate and respond, we will let you know and provide the reason. - You'll get the details of how to complain to an independent regulator if you're not happy with our response.
Your Privacy & Rights
We treat every complaint as strictly confidential. Details are shared only with staff members who need the information to investigate or resolve your issue. We comply with all data-protection laws (including GDPR) to keep your personal and medical information secure.