Complaints procedure.
We take feedback seriously. If something has not met the standard you expected, here is how to raise it and what happens next.
Last updated: June 2026
Raising a concern
Please contact us in the first instance by email or phone. Most concerns are resolved quickly by speaking with the clinician involved or the clinic manager.
Our process
We will acknowledge a formal complaint within three working days and aim to provide a full written response within twenty working days. If we need longer, we will tell you why and when to expect a reply.
If you remain unhappy
If you are not satisfied with our response, you may escalate to the relevant professional regulator or an independent adjudication service. We will signpost the appropriate route as part of our response. [Replace with your escalation details.]
This is template copy provided with the Lumara website template. Replace it with policies reviewed by your own legal and clinical advisers before going live.
Questions?
We're happy to help.
If anything here is unclear, or you'd like a copy of our policies, just ask.