How to Make a Complaint.

Making a Complaint

At The Private GP Group, we aim to provide high-quality care and a positive experience for every patient.

If you are unhappy with any part of your care or our service, we want to hear from you. Your feedback helps us understand what went wrong and improve our service.

If possible, please speak to a member of our team first. Many concerns can be resolved quickly. If the issue is not resolved, you can make a formal complaint.

Making a complaint will not affect your care or treatment.

How to Make a Complaint

You can contact us using the details below:

Phone: 020 8336 6550
Email: reception@theprivategpgroup.co.uk

If you require support such as translation, large print, or British Sign Language (BSL), please contact us and we will arrange appropriate assistance.

Where possible, complaints should be made within 6 months of the event so we can investigate fully.

What Happens When We Receive Your Complaint

Once we receive your complaint:

  • We will acknowledge it within 3 working days

  • We will explain how the complaint will be investigated

  • We will tell you who is responsible for managing your complaint

We aim to send you a full written response within 20 working days.

If the investigation takes longer, we will explain the reason for the delay and keep you updated.

Our Complaints Process

We follow a three-stage complaints procedure.

Stage 1 – Local Resolution

  • Your complaint will first be investigated by The Private GP Group.

  • We will review the information, speak with staff involved, and provide a written response.

  • Our aim is to resolve your concerns as quickly as possible.

Stage 2 – Internal Review

  • If you are unhappy with the outcome of Stage 1, you may request a review.

  • This review will be carried out by a senior member of the organisation who was not involved in the original investigation.

  • You should request this review within 6 months of receiving the Stage 1 response.

Stage 3 – Independent External Review

  • If you remain dissatisfied after Stage 2, you can ask for an independent review through the Independent Sector Complaints Adjudication Service.

  • ISCAS provides independent adjudication for complaints within the independent healthcare sector.

  • Requests for external adjudication should normally be made within 6 months of the Stage 2 decision.

Learning from Complaints

We take complaints seriously.
They help us improve patient care and prevent problems from happening again.