Legal

Complaints policy

We want to hear when something has not met your expectations. Here is how to raise it and what to expect.

Last updated 3 October 2026

If you have an urgent medical concern

If you feel unwell or are worried about a reaction after treatment, contact us straight away. For urgent help use NHS 111, or call 999 in an emergency. Do not wait to make a complaint first.

How to complain

Email [email protected] with your name, the date of your visit and what went wrong. If you would rather talk it through, say so and we will arrange a conversation.

What happens next

  • We will acknowledge your complaint within 3 working days.
  • We will look into it fairly and in confidence, and keep you updated.
  • We aim to send you a full written response within 20 working days. If we need longer, we will tell you why and when to expect it.
  • Where we got something wrong, we will say so, apologise, and explain what we will change.

If you are still not satisfied

You can contact the professional regulator of the practitioner involved, or an accreditation body we are registered with. For concerns about how we handled your personal information, you can contact the Information Commissioner's Office (see our privacy policy).

Learning from complaints

We record every complaint and review them regularly so we can improve how we work.