Complaints Procedure

Our commitment

We treat every concern seriously, respond openly and use what we learn to improve the service we are building. Raising a concern will never affect the care or information you receive from us.

How to raise a concern

Please contact us through the contact page and choose General Enquiry, marking your message as a complaint. It helps if you tell us what happened, when it happened, and what outcome you are hoping for.

If you are raising a concern on someone else's behalf, please tell us so that we can handle their information appropriately.

What happens next

Our aim is to:

• Acknowledge your concern within three working days
• Investigate and respond in writing within twenty working days
• Tell you promptly if more time is needed, and why
• Explain what we have found and what we will change as a result

If you remain unhappy

If you are not satisfied with our response, tell us and we will review the matter again at a senior level.

Once our clinical service is registered with the relevant healthcare regulator, this page will explain how to raise a concern with them directly. Concerns about how we handle personal information can also be raised with the Information Commissioner's Office (ico.org.uk).

Recording concerns

We keep a confidential record of concerns and our responses so that we can monitor themes, demonstrate accountability and improve. Records are kept in line with our privacy policy.