Complaints
We listen, investigate fairly, and use complaints to improve our care
How to raise a complaint
Our complaints contact is Dr Chris Hardy. You can complain using the form on this page, by emailing us, by telephone, in writing, or in person. Tell us what happened, when it happened, who was involved if known, and what you would like us to do.
We will support you in any way we reasonably can, including with disability, communication, language, or vulnerability needs. You may also ask a representative to complain on your behalf.
What will happen
We acknowledge
We normally acknowledge a formal complaint within 3 working days and explain what happens next.
We investigate
We review relevant records objectively, may request statements, and keep you informed if more time is needed.
We respond
We normally provide a full written response within one calendar month of acknowledgement.
A fair and independent investigation
Making a complaint will not adversely affect your care. If your complaint involves the Registered Manager, it will be investigated by Dr Gwynedd Clark, Clinical Director. If she is also involved or has a conflict of interest, we will appoint a suitably qualified independent external investigator. We will tell you in writing who is investigating and why.
If you are not satisfied with our investigation and outcome, you may request an internal appeal. If the matter remains unresolved, we will signpost you to the Independent Sector Complaints Adjudication Service (ISCAS) for independent review where its eligibility requirements apply.
Independent help and guidance
Read our Complaints Policy and Procedure
Plain-language summary
- You can complain by form, email, telephone, in writing, or in person. Dr Chris Hardy is our complaints contact.
- We normally acknowledge formal complaints within 3 working days and provide a full written response within one calendar month.
- Your complaint will be handled fairly and confidentially, and it will not adversely affect your care.
- If the Registered Manager is involved, someone else will investigate. An independent external investigator will be appointed if needed.
- We can help you make your complaint, and a representative may complain for you.
- If you remain dissatisfied, you may request an internal appeal and we will signpost you to ISCAS where appropriate.
Purpose
To ensure that concerns and complaints are received, investigated, resolved, and used for organisational learning in a fair, open, timely, and compassionate manner.
Scope
This policy applies to all complaints received from patients, relatives, carers, representatives, and other stakeholders concerning any aspect of the service provided by BGM Health Limited.
Policy Statement
BGM Health Limited encourages feedback and recognises complaints as an important source of assurance, learning, and improvement. Patients must be able to raise concerns without fear that their care will be adversely affected. The organisation will respond proportionately, maintain appropriate confidentiality, and seek local resolution where possible while preserving a clear formal pathway for investigation and appeal.
Responsibilities
- The Registered Manager oversees complaints handling and ensures complaints are acknowledged, investigated, and tracked to completion.
- The Clinical Lead provides input on complaints about clinical care, prescribing, safeguarding, or professional conduct.
- All staff and clinicians must respond courteously, document concerns promptly, and escalate them under this policy.
- Complaints may be made in writing, by telephone on 0333 090 1321, or by email to contact@bgmhealth.co.uk. The named complaints contact is Dr Christopher Hardy.
- If a complaint concerns the Registered Manager, Dr Gwynedd Clark will handle it independently. If that would also be inappropriate, an independent third-party investigator will be appointed and the patient informed in writing.
Independent third-party investigators
Any external investigator will have appropriate healthcare complaints experience, an enhanced DBS check appropriate to their access, no conflict of interest, suitable insurance, and written terms of reference. They must sign confidentiality and UK GDPR-compliant data-processing agreements. Any system access will be individual, auditable, time-limited, and revoked when the investigation ends. They will report findings directly to BGM Health Limited’s directors, and the outcome will be communicated to the complainant.
Support and access
Patients who need support because of disability, language needs, or vulnerability may nominate a representative or ask a member of staff for reasonable help recording their complaint. Complaints information is made available before, during, and after contact with the service.
Procedure and standards
Raising a complaint
Complaints may be made by email, telephone, in person, or in writing, informally or formally.
Acknowledgement
Formal complaints will normally be acknowledged within 3 working days.
Investigation
Relevant records will be reviewed objectively, statements may be requested, and clinical complaints will receive suitable clinical review.
Response
A full written response will normally be provided within one calendar month of acknowledgement. If more time is required, reasons and a revised timescale will be provided.
Appeal and escalation
An internal appeal may be requested. Unresolved complaints may be signposted to an independent adjudicator or the CQC, although the CQC does not adjudicate individual complaints.
Duty of candour
Incidents meeting the duty-of-candour threshold will be addressed openly, documented, and managed alongside the complaint.
Independent review
Where local resolution does not resolve a complaint, the complainant will be signposted to ISCAS. This policy is designed to meet Regulations 16 and 20 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014.
Monitoring and assurance
A complaints log will be maintained, trends reviewed through governance meetings, and learning actions tracked to completion. Communication, access, prescribing, delays, and documentation will be reviewed to identify improvements.
Review
This policy will be reviewed annually, after any serious complaint, or earlier if legislation, guidance, or service arrangements change.