The Complaint Process

A good complaints process has 3 stages. The first 2 are the clinic's own, and most complaints are settled there, which is where a clinic has the best chance of keeping the patient. Stage 3 is an independent review by HSCAMP, for complaints the clinic and the patient cannot settle between them.

Stage 1: The clinic's response

The patient raises the complaint with the clinic, in writing or in person. The clinic acknowledges it promptly, investigates, and replies in writing with an explanation and, where something went wrong, an apology and what it will do to put things right.

Stage 2: A senior review

If the patient is still unhappy, someone senior at the clinic who was not involved reviews the complaint and sends the clinic's final response. Since 6 April 2026 that final response must tell the patient what alternative dispute resolution is available to them.

Stage 3: Independent review by HSCAMP

If the patient is not satisfied with the provider's stage 2 response, the complaint can be referred to HSCAMP for independent review. The patient or the provider can contact us to ask for this, and it goes ahead once the provider confirms. Member providers ask patients to use this stage before starting court proceedings. It is free to the patient, they can take legal advice at any time, and it does not affect their statutory rights, including the right to go to court.

If the provider is not an HSCAMP member, we will not turn the patient away. With the patient's permission, we contact the person who handles complaints at the clinic, tell them about the complaint and invite them to use HSCAMP.

What happens at stage 3

• Complaint Opinion: with the patient's consent, we review the complaint, the clinic's response and its records, and tell the clinic candidly where each side has a point.
• Complaint Resolution: we work with the clinic and the patient towards a settlement both can accept. The outcome only binds anyone if both sides accept it. Most complaints are settled this way.
• Adjudication: for the more serious cases, if the clinic agrees. One named, independent adjudicator with experience relevant to the complaint reviews the whole file and decides it, with an independent specialist opinion where needed. We aim to decide within 28 working days of receiving the complete file, and within 90 days at most.

Where the patient accepts an adjudication decision it is binding on the clinic. It never binds the patient, who keeps the right to take legal advice or go to court. Either party may ask for a review within 14 days on the 3 grounds set out in the Scheme Rules, and goodwill awards in adjudication are capped at £5,000. Every complaint is handled by the HSCAMP team with medical input, and AI is never used to review or decide a complaint. See Adjudication for more.

For clinics: your stage 3 wording

Add HSCAMP to your complaints policy and consent forms as stage 3. The complaints policy template in your Clinic Portal includes wording that asks patients to use stage 3 before going to court, while keeping their legal rights, which is what consumer law requires. See our complaints policy guide.

For patients

It never costs you anything. To ask for an independent review, email info@hscamp.co.uk or call 020 3917 4281 with your name, the clinic and a short description. See our Patient FAQs and How to Complain About a Private Clinic.