Patient FAQs

HSCAMP is an independent complaint resolution, mediation and adjudication service for independent healthcare clinics in the UK. If you are unhappy with a member clinic and its own complaints process has not resolved things, HSCAMP gives you an independent route, free of charge, without the need for stressful legal action.

First complain to the clinic and complete its own complaints process, stages 1 and 2, which should end with a written final response. 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. To ask, contact us at info@hscamp.co.uk or on 020 3917 4281 with your name, the clinic and a short description.

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. For that we need their name and contact details, and your own. HSCAMP can review your complaint once the clinic has joined and confirms it wants us involved.

Complaint Resolution is where HSCAMP works with you and the clinic to reach a settlement you can both accept. We look at the complaint independently and say plainly where each side has a point, which is what usually unlocks a fair outcome. Most complaints are resolved this way, without adjudication or legal action.

Our job is not to take the side of you or the clinic, but to look at the evidence and point out where each side is right and where each side is wrong. Every complaint is handled by the HSCAMP team with medical input, and adjudications are decided by independent adjudicators with the right medical expertise and no connection to the clinic.

Nothing. There is never a charge to patients. The clinic pays for HSCAMP's services.

Clinics pay for membership and cases, but outcomes are based only on the evidence. Adjudications are decided by independent adjudicators with no connection to the clinic, every decision has a named adjudicator who owns it, and using HSCAMP never affects your statutory rights, including the right to go to court.

Yes. Most complaints are settled through Complaint Resolution, without the stress and cost of legal action. You do not need a solicitor to use HSCAMP, and you can still take legal advice at any time.

Once you accept an adjudicator's decision it is binding on the clinic. It does not bind you, and your statutory rights are not affected, so you are still free to take legal advice or go to court. If you think the decision was reached unfairly you can ask for a review within 14 days on the grounds set out in our Scheme Rules. Goodwill awards in adjudication are capped at £5,000. The clinic decides whether a complaint goes to adjudication.

We aim to resolve a complaint within 28 working days of having the complete file. Complex cases can take longer, and we keep you updated.

Email info@hscamp.co.uk, call 020 3917 4281, or use the chat on this website. Please do not send medical details by phone or chat. If you have a medical problem after treatment, contact the clinic straight away, call NHS 111 if it is urgent, or 999 in an emergency.