What happens next

We will acknowledge your complaint within two working days. We aim to investigate and provide you with a full written response within 20 working days. If your complaint is complex and we need more time, we will let you know and keep you updated on our progress.

All complaints are handled confidentially and are investigated thoroughly and fairly. We will not treat you any differently as a result of raising a concern.

If you remain dissatisfied

If you are not satisfied with our response, you can escalate your concern to one of the following independent bodies:

• Care Quality Commission (CQC) The CQC regulates our clinical services. While the CQC does not investigate individual complaints, you can share your experience with them and it will inform their regulatory oversight of our service. Website: www.cqc.org.uk Phone: 03000 616161
• Parliamentary and Health Service Ombudsman (PHSO) If your complaint relates to NHS-funded treatment you received at our clinic, you may be able to refer your complaint to the PHSO if you remain dissatisfied after our internal process is complete. Website: www.ombudsman.org.uk Phone: 0345 015 4033
• Information Commissioner's Office (ICO) If your complaint relates to how we have handled your personal data, you can contact the ICO. Website: ico.org.uk/global/contact-us Phone: 0303 123 1113

Our commitment

We treat every complaint as an opportunity to improve. All concerns are reviewed by our Hospital Director, Mr Greg Thorpe, and feedback is used to inform our clinical governance and quality improvement processes. We publish a summary of complaints and outcomes in our annual quality report.