Home·Complaints
Complaints, concerns & compliments.
Feedback — a concern, a complaint or a compliment — is how we hold ourselves to the standard we publish. Wherever possible we resolve issues informally and promptly; a formal route is always open to you.
How to make a formal complaint
Email Complaints@city-clinics.co.uk with “Formal Complaint” in the subject line. Including your full name, contact details and postcode, a clear description of your concerns, and any relevant photographs or documents will help us review matters thoroughly and quickly.
What happens next
- Acknowledgement — we acknowledge your complaint within 72 business hours, set out next steps and give you a named point of contact.
- Investigation — your complaint is assigned to an appropriate team member and fully investigated.
- Outcome — we aim to give you a full written response within 20 working days, including our findings, the actions taken, and any improvements introduced to prevent recurrence. If we need more time, we tell you.
Patient safety
Any complaint touching patient safety, clinical governance or safeguarding is escalated immediately to our Safeguarding Lead.
If you are not satisfied
- Stage 2 — internal appeal: request an appeal within 3 months of our response; it is reviewed by a senior team member who was not involved in the original investigation.
- Stage 3 — independent review: unresolved matters can be referred to ISCAS, the independent sector complaints adjudication service, for impartial determination.
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