You can make your complaint in person, by email or in writing.

Your opinions are important to us so we would always strongly recommend that you bring any complaint in the first instance to the attention of a member of the team so we can resolve the issue at the earliest possible opportunity. We will endeavour to deal with your complaint in a quick and timely manner, but if it is clear the matter will need a detailed investigation, we will tell you and keep you updated on our progress. We have a two-stage complaints procedure.

Stage 1: Frontline Resolution

All complaints will be acknowledged via the original method of contact and/or an additional paper trail if required eg:email or letter. We will always try to resolve your complaint quickly, within seven working days wherever possible.
If you are dissatisfied with our response, you can escalate it to stage 2

Stage 2: Escalation

We will look at your complaint at this stage if you are dissatisfied with our response at stage 1.
We may also look at your complaint immediately as a stage 2 complaint, if it is clear to us that it is complex or needs detailed investigation.
We will acknowledge your complaint within five working days. We will give you our decision as soon as possible. This will be after no more than 20 working days unless there is clearly a good reason for needing more time, in which case we will let you know.

Stage 3: External Investigation

If a Stage 3 complaint is required, the following services will be able to assist in investigating a complaint

  • Save Face – Government Approved Register for Non-Surgical Practice
  • Parliamentary and Health Service Ombudsman
  • ISCAS – Independent Sector Complaints Adjudication Service
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