Complaints and feedback

Raising it

Speak to the practitioner directly if you feel able to, because most things are resolved in a two minute conversation. If you would rather not, or it did not help, write to us at the address on the privacy page and mark it for the attention of the directors.

What happens

A fixed sequence, so you always know where a complaint has got to.

• Acknowledged within three working days.
• Looked into by someone not involved in what happened.
• A written response within twenty working days, or an explanation of the delay and a new date.
• A clear statement of what we found, what we are changing, and what we are not able to change.
• A review by a director if you tell us the response is not adequate.

Time limits

Please raise a complaint within six months of the event, or within six months of realising there was something to raise. We will still look at older matters where it is fair and possible to do so.

Going elsewhere

Complaining to us never removes your right to go elsewhere. Clinical matters can go to the practitioner's own professional register, which every practitioner is required to display. Data matters can go to the Office of the Data Protection Authority. Nothing here is a condition of anything else, and no complaint affects the care you receive.

Vexatious complaints

Very rarely, contact becomes abusive or so persistent that it prevents us running the space. In that case we will set out in writing a single point of contact and a reasonable limit, and we will still deal with anything new and substantive.