Comments, Concerns, Compliments and Complaints

People are mostly satisfied with the service they receive and are often reluctant to complain if something gives them cause for concern or dissatisfaction. However, we welcomes constructive criticism of its services, as the information received is invaluable to improve the quality of the services provided.

Who can complain?

Anyone can raise a concern or make a complaint. You can complain about the service or the treatment you have received from us or a complaint can be raised by another person acting on your behalf. If you are unable to complain yourself, then someone else can complain for you, but only with your agreement.

Raising Concerns or making a complaint?

Many concerns can be resolved by our duty staff at the clinic where you are receiving treatment. This is in everyone’s interest, including our staff to resolve concerns as quickly as possible.

You can email us at

What happens when we receive your complaint?

In the first instance, your complaint will be reviewed by our Office Managers / Operational Managers and graded according to the complexity and severity of the issues raised. The complaint will then be reviewed by the complaints committee and the Complaints Manager will coordinate the investigation and make initial checks to see whether there are any confidentiality issues to consider and whether the complaint involves more than one organization. If it does, then we will seek your consent to pass your letter to other organizations involved in order to provide you with a complete response to the issues raised.

Details of your complaint will then be recorded on our Complaints database for future reference.

Please click the “Send a Message” button below and provide us with as much information as possible in order to help us deal with your query as quickly as possible. Our Customer Support Team aim to acknowledge all complaints within 3 working days and come to a full resolution within 21 days working days.

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