Complaints Information for Families

We are committed to providing high‑quality care. If you are unhappy with any aspect of our service, we want to hear from you so we can put things right.

 

How to Make a Complaint

You can contact us by:

  • Email

  • Phone

  • Written letter

We will acknowledge your complaint within 3 working days and provide a full response within 20–28 days. If your concern is urgent, please let us know so we can prioritise appropriately.

 

What We Will Do

We will:

  • Listen to your concerns

  • Investigate what happened

  • Explain our findings

  • Apologise where appropriate

  • Tell you what we will do to improve

We will always treat complaints with respect, fairness, and without discrimination.

If You Remain Unhappy

If you are not satisfied with our response, you may request a review by the Clinical Lead.

You can also seek independent advice or raise concerns with the appropriate external organisation:

Nursing & Midwifery Council (NMC)

For concerns about the professional conduct or practice of a registered nurse. Website: www.nmc.org.uk

General Medical Council (GMC)

For concerns about the professional conduct or practice of a doctor. Website: www.gmc-uk.org

Information Commissioner’s Office (ICO)

For concerns about how your personal data has been handled. Website: www.ico.org.uk Helpline: 0303 123 1113

Care Quality Commission (CQC)

You may raise concerns with the CQC once the clinic is registered for Phase 2.

We will explain how to escalate your complaint if you wish to do so.