Complaints and concerns

If something is not right, we want to know, and we want to put it right. This page explains how.

How to raise it

Email [email protected] with "Complaint" in the subject line. Tell us what happened, when, and what you would like us to do. You can ask someone to raise it on your behalf.

What happens next

1. We acknowledge it within 3 working days and tell you who is looking into it.
2. We look into it properly. That means reading the records, speaking to the people involved, and speaking to you if that helps.
3. We reply in writing within 20 working days. If it will take longer, we tell you why and when to expect our reply.
4. If you are not satisfied, you can ask for the registered manager to review it. When the clinic is open, you can also tell the Care Quality Commission (CQC) about your experience at any time; the CQC does not investigate individual complaints, but it uses what it hears when it inspects.

What we promise

• No effect on your care Raising a concern never changes how you are treated.
• Plain answers We will explain what we found and what we are changing, in ordinary language.
• We learn from it Every complaint is reviewed at our governance meeting so the same thing does not happen to someone else.