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There may be occasions when you feel that we have failed to meet your expectations. We want the opportunity to put things right for you as quickly as possible and take steps, where appropriate, to make sure that the same or similar mistakes don’t happen again. Please contact us as soon as this happens.

All comments and complaints are taken seriously, and treated with the strictest confidence regardless of their nature. Making a complaint will not impact negatively on your continuing care with us, rather it alerts us to areas that require immediate remediation. Please do not hesitate to approach staff, they would prefer to know if you have any concerns so that they can help you, often much quicker to the benefit of yourself, other patients, the service, and community.

We will work with you, your representative and any relevant authorities to put things right. We will carry out a thorough investigation, keep you informed of the progress and report back to you within a reasonable time scale. We hope that we can resolve your concerns as quickly and effectively as possible. Should you remain unsatisfied, ask us or consult our Complaints Policy for the escalation process.

We aim to resolve all complaints at local resolution level. Should you still be dissatisfied with our response or handling of your complaint, you may seek further guidance from the the Independent Sector Complaints Adjudication Service (ISCAS). Their contact details are below:

Independent Sector Complaints Adjudication Service (ISCAS)
Monday to Friday 9:00am – 5:00pm.
Phone: 020 7536 6091