COMPLAINTS · UPDATED 15 OCTOBER 2026
Complaints procedure
How to raise a concern and what happens next.
1. Raise it with us
Email To be confirmed with your name, reference number (if any) and what went wrong.
2. What happens
We acknowledge within 3 working days and aim to give a full response within 20 working days. Clinical complaints are reviewed by a senior clinician who was not involved in your case.
3. If you’re still unhappy
Data protection concerns: the Information Commissioner’s Office. Concerns about a doctor’s fitness to practise: the relevant regulator, such as the General Medical Council. Consumers may also use alternative dispute resolution or the courts.