Legal
Complaints
It takes something to speak up, and we don’t take it lightly when you do. Raising a concern will never change the care you or your family receive. It helps us understand what happened, put it right, and do better.
How to raise a concern
You can talk to any member of our team, or come straight to the person who looks after concerns, whichever feels easier.
How to reach us
Email [COMPLAINTS EMAIL]
Call [GENERAL PHONE]
Or write to us at [POSTAL ADDRESS]
It helps to know what happened, when, and what you’d like us to do, but don’t worry about getting the wording right. If you’re raising something for someone else, we may need their okay first.
What happens next
Here’s what you can expect from us:
- Within three working days: we’ll acknowledge your concern and tell you how we’ll handle it.
- Then: someone who wasn’t involved will look into what happened, properly and fairly.
- Within twenty working days: we’ll write back with what we found, an apology if one is owed, and what we’ll change. If we need a little longer, we’ll tell you why and keep you updated.
If our answer doesn’t put things right
You can ask someone independent to look again. As an independent healthcare provider, unresolved complaints can be referred to the Independent Sector Complaints Adjudication Service (ISCAS) for an independent review.
If your concern is about a particular clinician, you can also raise it with their professional body: the General Medical Council or the Health and Care Professions Council. And if your care was funded through insurance, your insurer has its own route, and ultimately the Financial Ombudsman Service.
If it can’t wait
If it’s urgent or about safety
This isn’t the fastest way to reach help. If you’re worried about someone’s immediate safety, call 999 or see our safeguarding page. If you’re struggling right now, call NHS 111 and choose the mental health option, contact Samaritans free on 116 123, or text SHOUT to 85258.
We’d always rather hear it
Feedback, even hard feedback, is how care gets better. If something isn’t right, tell us.