Last reviewed: July 2026 · Version 1.0

Complaints Policy

NCL Private Healthcare is committed to providing a high standard of care. We take all complaints seriously and aim to resolve them promptly, fairly and openly. This policy applies to complaints about clinical treatment, service quality, data handling, and all other matters relating to our clinic and website.

1. Who can complain

Any patient, former patient, or person acting on behalf of a patient (with their consent, or where the patient is unable to give consent) may use this procedure.

2. How to raise a complaint

You may raise a complaint by any of the following methods:

• Email: info@nclprivatehealthcare.com (subject: Formal Complaint)
• Telephone: +44 (0)1661 613 6502 (Mon–Fri 09:00–17:30)
• Post: Complaints Manager, NCL Private Healthcare, West Road, Ponteland, Newcastle upon Tyne, NE20 9SU

Please include your name, contact details, a clear description of your concern, and — if applicable — your patient reference number or the dates of treatment.

3. Timescales

• Acknowledgement: within 3 working days of receiving your complaint.
• Full response: within 20 working days. If we need more time, we will write to explain why and give an updated expected date.

4. Our investigation

All complaints are investigated by a senior member of the team who was not directly involved in the matter complained about. We will conduct a fair and objective review, speak to relevant staff where necessary, and review any relevant records.

5. Outcome

Our written response will:

• Acknowledge your concern and thank you for raising it;
• Explain our findings clearly;
• Apologise where appropriate;
• Describe any action we are taking in response;
• Tell you how to escalate if you remain dissatisfied.

6. If you remain dissatisfied

If you are not satisfied with our response, you may escalate to the following independent bodies:

• Care Quality Commission (CQC): www.cqc.org.uk — the independent regulator of health and social care in England. The CQC does not investigate individual complaints but uses information from complaints to inform its regulatory activity.
• General Medical Council (GMC): www.gmc-uk.org — for concerns about the professional conduct or fitness to practise of a doctor.
• General Pharmaceutical Council (GPhC): www.pharmacyregulation.org — for concerns about a pharmacist or pharmacy.
• Information Commissioner’s Office (ICO): ico.org.uk — for concerns about how your personal data has been handled.
• The Private Healthcare Information Network (PHIN): www.phin.org.uk

7. Safeguarding

If a complaint raises concerns about the welfare or safety of a child or vulnerable adult, we will follow our safeguarding procedures, which may include referral to the relevant local authority or regulatory body regardless of the outcome of the complaints process.

8. Record-keeping

All complaints and our responses are recorded and reviewed periodically to identify patterns and drive service improvement. Complaint records are retained in accordance with our data retention policy and are treated with strict confidentiality.

9. No detriment

Making a complaint will not adversely affect the care or treatment you receive at NCL Private Healthcare. We welcome feedback as an opportunity to improve.