Complaints Policy

Last updated: 15 November 2025

We aim to provide a safe, reliable and professional telehealth service. However, we recognise that things can occasionally go wrong. This Complaints Policy explains how you can raise concerns and how we will respond.

1. How to raise a complaint

If you are unhappy with any aspect of the service, please contact us as soon as possible using the contact details provided on our website. To help us investigate, please include:

Your full name and contact details.
The date of the consultation or event.
A description of what happened and why you are dissatisfied.
Any supporting information you think is relevant.

2. What we will do

On receiving your complaint we will:

Acknowledge receipt within a reasonable timeframe.
Log the complaint in our internal governance system.
Arrange for an appropriate senior clinician or manager to review the case.
Provide you with a response and any proposed actions.

3. Escalation

If you remain dissatisfied after receiving our response, you may request an internal review. Details of external escalation routes (such as professional regulators) may depend on the specific nature of the complaint and will be signposted where appropriate.

4. Patient safety and learning

Complaints are treated as an important part of our clinical governance process. We review trends, identify learning points, and update our policies and training where needed to improve care and patient safety.