Complaints Policy

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We are committed to providing safe, high-quality care. If something has gone wrong, we want to hear about it so we can put it right and improve our service.

1. How to make a complaint

Please contact us in writing using the email address in the footer of this site. Where possible, include your name, a description of the issue, the date(s) involved and what you would like us to do.

2. What happens next

We will acknowledge your complaint within 3 working days and aim to provide a full response within 20 working days. If we need more time, we will tell you why.

3. Escalation

If you remain unhappy with our response, you may contact:

• The Care Quality Commission (CQC), our regulator, at cqc.org.uk.
• The Parliamentary and Health Service Ombudsman, where applicable, at ombudsman.org.uk.
• The General Medical Council (GMC), in relation to an individual doctor, at gmc-uk.org.

4. Confidentiality

All complaints are handled in confidence, in line with our duty of confidentiality and applicable data-protection law.