Complaints

If something about your treatment or your visit was not right, tell us. We would much rather hear it from you than not hear it, and most things are fixable quickly.

How to tell us

• Email [email protected]. That inbox is read by the clinic's management, not by whoever treated you.
• Say it at reception. You do not have to put it in writing.

It helps if you can tell us your name, when you came in, what happened and what you would like us to do. If you are worried about something clinical, say so at the start and we will look at it as a priority and see you sooner.

What happens next

1. We acknowledge your complaint within three working days.
2. Someone who was not involved looks into it. That usually means reading the notes and talking to the doctor who treated you.
3. We come back to you with an answer within twenty working days. If it is going to take longer than that, we will tell you why and when to expect it.
4. If you are not satisfied with the answer, say so and we will look at it again, with a different person and fresh eyes.

Clinical concerns

If something has gone wrong clinically, do not wait for the complaints process. Contact us straight away and we will see you. If it is urgent and out of hours, contact NHS 111, or 999 if it is an emergency.

If you want to take it further

When we give you our final answer, we will tell you in writing that our process has finished, and whether any independent dispute resolution scheme is available for your complaint. We are not currently a member of one.

• A doctor's practice. Every doctor who treats you here is registered with the General Medical Council. You can raise a concern with the GMC directly at gmc-uk.org, at any point, including while we are looking into it.
• Our advertising. The Advertising Standards Authority, at asa.org.uk.
• Your personal information. See our privacy notice, and the Information Commissioner's Office at ico.org.uk.
• Your consumer rights. Citizens Advice, on 0808 223 1133 or at citizensadvice.org.uk, can tell you where you stand, including about the small claims court.

Nothing in this process affects your legal rights.

What we do with it

Complaints are logged, reviewed monthly, and used to change what we do. Making a complaint does not affect the care you get here, now or later.