Complaints Procedure

When things go wrong

We work hard to give you a good experience. If something has gone wrong, we want to hear about it so we can put it right and improve.

You can make a complaint about any aspect of our service: clinical care, customer service, your booking, your payment, or anything else.

How to make a complaint

You can complain in whichever way suits you best:

Email: complaints@thanksdoc.co.uk
In writing: Complaints Manager, ThanksDoc Ltd, [REGISTERED OFFICE ADDRESS]
Through a representative: with your written consent, a friend, family member, or advocate can complain on your behalf

To help us investigate, please include:

Your full name and contact details
Date of the appointment or interaction you are complaining about
Name of the doctor or member of staff involved, if known
A clear description of what happened and what you would like to see done

Our timeline

We follow the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009 as best practice for private healthcare complaints.

Acknowledgement (within 3 working days): we confirm receipt and let you know who is handling your complaint.
Investigation (up to 28 working days): we investigate, speak to the people involved, review records, and prepare our response.
Written response: we explain what we found, what we have done, and what (if anything) we will do differently.
If you remain unsatisfied: you can ask for the complaint to be reviewed by a senior team member or escalate externally (see below).

Where a complaint involves a clinical matter, we may need to consult with the treating clinician's professional indemnity provider before responding. This can extend the timeline by up to 21 days. We will keep you informed.

External escalation

If you are not satisfied with our final response, you have several routes:

Independent Sector Complaints Adjudication Service (ISCAS)

ThanksDoc subscribes to ISCAS, which provides an independent third stage to complaints in the private healthcare sector. Visit iscas.org.uk.

Care Quality Commission

The CQC registers private healthcare providers in England. They cannot investigate complaints directly but they want to hear about your experience: cqc.org.uk.

General Medical Council

For complaints about a specific doctor's fitness to practise: gmc-uk.org.

Information Commissioner's Office

For complaints about how we have handled your personal data: ico.org.uk.

How we learn from complaints

Every complaint is reviewed at our clinical governance meeting. We log themes, identify common issues, and act on them. An anonymised summary of complaints and outcomes is included in our annual quality report.

Contact us

To raise a complaint: complaints@thanksdoc.co.uk.