How to Complain About a Private Clinic

Stage 1: Complain To The Clinic

Write to the clinic, ideally within 6 months. Say what happened, how it affected you and what you would like to happen. The clinic should acknowledge your complaint within 3 working days, ideally within 24 hours, investigate it and give you a full written response within 20 working days.

Stage 2: Ask For A Senior Review

If you are still unhappy, ask in writing for the complaint to be reviewed by someone senior who was not involved.

Stage 3: Independent Help From HSCAMP

If you are not satisfied with your provider's stage 2 response, your complaint can be referred to HSCAMP for independent review. You or your provider can contact us to ask for this, and it goes ahead once your provider confirms. If your provider is not an HSCAMP member, we will not turn you away. With your permission, we will contact the person who handles complaints at the clinic, tell them about your complaint and invite them to use HSCAMP. Member providers ask patients to use this stage before starting court proceedings. It is free to you, you can take legal advice at any time, and it does not affect your statutory rights, including your right to go to court.

HSCAMP looks at the complaint independently and works with you and the clinic towards a fair settlement. Adjudication is for the more serious cases, and the clinic decides whether a complaint goes to adjudication. Check our list of clinics HSCAMP covers.

Other routes

• Scotland: Healthcare Improvement Scotland can assess complaints about independent clinics.
• Fitness to practise concerns go to the GMC, NMC, GDC or GPhC.
• Private dental complaints can go to the Dental Complaints Service.
• Compensation for negligence is a matter for a solicitor.

Questions