Complaints Procedure


The Blackwell Clinic strive to provide high quality services that are safe and effective. Should we not meet this, we are committed to resolving issues or concerns about the service to ensure the patient is satisfied. 

We believe that we are able to learn from all complaints and continually improve the quality of the care and service that we deliver. 

This policy outlines the commitment to treat all complaints and concerns about the service provided. 

Information about the complaint process is available to all patients so that they are able to raise any concerns. 

The policy applies to complaints made against services or staff at The Blackwell Clinic, and those against independent health practitioners with practice and privileging rights at the location. 

Who Can Make a Complaint

A complaint can be made by a person who has directly been affected by an omission or action. 

A complaint can be made on behalf of a person following them using the service. 

How Can a Complaint be Made?

A complaint can be made by: 

  • By telephone or in person verbally or
  • In writing either by email ( or by letter. This should be addressed to the manager. 

Complaints Process

There is a two-stage process:  

Stage 1 & 2 – Local Resolution

Complaints of a non-medical nature will be handled in their entirety by the Clinic Manager.

In the case of a treatment-related complaint, the matter will be discussed with the relevant practitioner/s and may require you to attend an additional consultation with that practitioner or an external independent practitioner.

The objective of this is to provide an explanation or a solution to your concerns. Our aim is to provide you with a full written response within 14 working days, or where this is not possible, an explanation as to the cause of the delay. If the complainant is not satisfied the complaint will be escalated to one of the directors of The Blackwell Clinic for review.

Written Response

If the complainant wishes to receive a written response it should address the matter acknowledging all points raised by the complainant. The response should include an explanation of how the complaint has been considered, the conclusions reached in respect of each specific part of the complaint, details of any necessary remedial action, and any actions taken / to be taken, as a result of the complaint. 

The complainant should be informed at the end of the letter how to access the next stage of the complaints process if the complainant remains unsatisfied. 

Alternatively patient can seek advice from:

The Patient Association

The Patient Association is an independent patient charity campaigning for improvements in health and social care for patients. The national helpline number is 020 8423 8999 or Freephone 0800 3457115 (check your phone supplier) or email if you want advice or information about making a complaint. Website

Or Contact

Contact the Citizens Advice Service

Citizens Advice provides free, confidential and independent advice from over 3,000 locations, including in their bureaux, GP surgeries, hospitals, colleges, prisons and courts. Advice is available face-to-face and by phone.           

Raising the matter with the Care Quality Commission. 

Call us on: 

03000 616161

Email us at:


Recording Complaints

The complaint will be kept on file/ database and maintained to include all details of the investigation and outcome by the manager.

The Blackwell Clinic will hold a comprehensive record of any investigations including correspondence such as emails, letters and telephone discussions with time and date stamps where possible. 

Any actions implemented to improve the service as a consequence of a complaint should be recorded.  

Learning from Complaints

The objective of the complaint’s procedure is not to apportion blame but to investigate the complaint with the aim to satisfy the complainant and learn from lessons for improvements in delivering a safe and responsive service. 

Recommendations made as a result of the investigation or any findings made by the manager should be addressed accordingly. 

Shopping Cart
Scroll to Top