Complaints and concerns

If you are unhappy with any part of your care, we want to hear about it. Raising a concern will never affect the care you receive.

How to raise a complaint

1. Speak to any member of the team, or write to the Clinic Manager at [email protected] with “Complaint” in the subject line. It helps us to investigate if you raise a complaint within 6 months of the events concerned.
2. The Clinic Manager will acknowledge your complaint within 7 days of receiving it and investigate.
3. If you are not satisfied with the response, you can ask in writing for your complaint to be reviewed by our management team, who will send you a formal written response within 28 days.

These timescales are set out in section 13 of our terms and conditions.

If you are still not satisfied

You can ask for an independent review. For care at Fitzrovia Hospital, the hospital subscribes to the Independent Sector Complaints Adjudication Service (ISCAS). For other complaints, our terms allow mediation or another form of alternative dispute resolution. The Care Quality Commission does not investigate individual complaints, but it does want to hear about your experience: give feedback to the CQC. Concerns about an individual doctor can be raised with the General Medical Council.

Data protection complaints

If your concern is about how we use your personal data, email [email protected] with “Data protection” in the subject. We will acknowledge it within 30 days. You also have the right to complain to the Information Commissioner’s Office.