Complaints Procedure

We want to hear from you if you are unhappy with any aspect of our service, so we can put things right and improve. This page explains how to raise a concern and what happens next.

Step 1 - Tell us directly

In the first instance, please raise your concern directly with the practice at complaints contact name, phone number, and emailPending confirmation. We aim to acknowledge every complaint within a stated number of working days, to be confirmedPending confirmation and will often be able to resolve straightforward concerns informally and quickly.

Step 2 - Formal written complaint

If your concern is not resolved informally, or you would prefer to raise it formally from the outset, you can submit a written complaint. We will investigate fully and provide a full written response within a stated number of working days, to be confirmedPending confirmation. If our investigation will take longer than expected, we will tell you why and give you a revised timeframe.

Step 3 - Independent adjudication

If you remain unhappy after our formal response, private healthcare providers in the UK typically offer access to an independent adjudicator. The recognised body for this sector is the Independent Sector Complaints Adjudication Service (ISCAS). Whether His & Her Health is currently a member of the ISCAS scheme needs to be confirmed by the practice before this page goes livePending confirmation. If membership is confirmed, we will provide details of how to refer your complaint to ISCAS at this step.

Complaints about data handling

If your complaint relates specifically to how your personal data has been handled, you also have the right to raise it with the Information Commissioner's Office (ICO), the UK's independent regulator for data protection.