Complaints Policy

If you have a complaint or concern about the service that you have received from the doctors or any of the staff working in the Practice, please let us know.

How to complain:

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. So please let us know in person at the time or soon after your consultation.

If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally, within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily.

Complaints can be made in the first instance either orally or in writing to any of our staff at the front desk.

What we will do:

We will acknowledge receipt of your complaint within 5 working days, either orally or in writing. Our complaints lead will investigate the issue and respond to the patient either over the phone or by email. If we cannot resolve the problems for you there and then to your satisfaction, we will escalate the complaint to one of the Clinical Directors.

We always aim to investigate and deal with all complaints efficiently and speedily.

If we are unable to meet the response deadline of 28 working days, we will contact you to advise why and inform you of the extended date.

When we look into your complaints, we will aim to:

  • find out what happened and what went wrong
  • advise you what we will do to put the matter right
  • make sure you receive an apology where this is appropriate
  • identify what we can do to make sure the problem does not happen again

You can contact us to discuss your concerns at any time
by telephone on: 0116 241 0010
or by e-mail on: complaints@thehealthsuite.co.uk

Further action

In the event of a continued disagreement which cannot be resolved internally, you may be advised to approach an appropriate external authority, such as the local Trading Standards officers, or independent mediation may be suggested.
You can contact Trading Standards here:

Or for more information and support with making a complaint you can contact The Patient’s Association here