Complaints Procedure

If you feel like our service did not meet our high standards, or have some feedback to improve our service, we would like to hear from you.

You can complain using the following methods:

Please send feedback using our online form.

When we receive your complaint, we will investigate in a full and fair way. We will offer to discuss your complaint with you by either phone, email, mail or face-to-face.

We will keep a written record of all complaints together with our responses. This record will be separate from your patient records so that you are not discouraged from making a complaint. We will use these complaints to monitor our performance in handling complaints and identify any areas that need to be improved.

We will aim to reply within 5 business days.

If you are not satisfied with the result of our investigation or our response, you can escalate your complaint to the relevant external organisations.

If you have any questions, please contact us using our online form or You can also reach us on 0333 939 8389.