Complaints Handling Policy


We strive to provide high quality services that are safe and effective. Should we not meet this, we are committed to resolving all complaints or concerns promptly and courteously. Our aim is to resolve the matter as quickly as possible following the agreed procedure and, wherever possible, to the satisfaction of the patients. When you feel that our service has not met your expectations, it’s imperative for us to know so that we may provide resolution and continually improve our care and service delivery.

We will adopt a “no blame” approach when investigating a complaint, with the aim of reaching a satisfactory conclusion.

Information about the complaint process is available to all patients so that they can raise any concerns. Our policy is available on our website as well as being available on request.

The policy applies to complaints made against services or staff at Light Touch Clinic and those against independent health practitioners with practice and privileging rights at the location.


The purpose of the policy is to:

  1. Establish a clear process within complaints so that they can be managed and properly investigated in a non-judgemental, appropriate and timely manner.
  2. To enable staff at Light Touch Clinic to sympathetically manage complaints at a local level.
  3. Ensure that patients know how to complain.
  1. Ensure that patients feel confident that their complaint will be dealt with seriously, investigated appropriately and findings will be learned from.
  2. Compliance with this policy will ensure that patients will meet the standards of the:
  • Regulations of the Healthcare and Social Care Act 2008 (regulated activities) Regulations 2014: Regulation 16
  • Independent sector code of practice management of patient complaints.

How can a complaint be made?

A complaint can be made by:

  • By telephone or in person and made verbally. A written record of the complaint that describes the issues requiring investigation must be completed using the LTC Complaint Form, checked with the patient for accuracy. The patient is advised that this will be passed onto the Practice Manager, who will make contact within two working days.
  • In writing, either by email or by letter. This should be addressed to the Practice Manager. Where a complaint has been sent to , the email should be passed on immediately to the Practice Manager.

Complaints Procedure

Stage 1: Local Resolution

  1. Complaints should be raised directly with the Practice Manager as soon as the matter arises and within 6 months.
  2. Upon receipt of the complaint, you will receive a written acknowledgement within two working days of receipt.
  3. We aim to provide you with a full response within 20 working days of receipt of your complaint.
  4. If we cannot provide you with a full response within 20 working days, we will write to you notifying you of any delays. In this situation, we will regularly update you on the progress of your complaint.
  5. The Practice Manager will carry out an investigation into the complaint and respond directly to you. Reasonable assistance will be given to anyone needing help to make a complaint.
  6. The investigation will include the following:
    1. Speaking to all persons concerned as well as manufacturers and suppliers, where necessary.
    2. Reviewing records and other documents.
    3. Producing a written summary of the facts of the complaint.
    4. Producing a written response, which includes an explanation of how the complaint has been considered, the conclusions reached in respect of each specific part of the complaint, and details of any necessary remedial action that has already been taken or will be taken as a result of the complaint. You will also be informed at the end of the letter how to access the next stage of the complaints process if you remain unsatisfied.
    5. Informing all relevant parties of the outcome of the complaint and taking any remedial action required.
  7. Complaints of a non-medical nature will be handled in their entirety by the Practice Manager.
  8. In the case of a treatment-related complaint, the matter will be discussed with the relevant practitioner(s) and may require you to attend an additional consultation with that practitioner or an alternative member of the clinical team. The objective of this is to provide an explanation and a resolution.

Stage 2 – Internal Review

  1. If you are not satisfied with our response at Stage 1, you are entitled to have your complaint reviewed at Stage 2.
  2. In order to conduct a Stage 2 review, you should write to the Clinic Director, Dr Natalie Geary, within 6 months of the date of our final Stage 1 letter, outlining your concerns regarding our response.
  3. Once we have received your complaint, you will receive a written acknowledgement within two working days of receipt.
  4. A written response following the internal review will be provided to you within 20 working days of receipt.
  5. If we cannot provide you with a full response within 20 working days, we will write to you notifying you of any delays. In this situation, we will regularly update you on the progress of your complaint.
  6. At this stage, you may be invited to a face-to-face meeting with the Clinic Director.

If you are not satisfied with the outcome of Stage 2, then you can raise your concerns with the following bodies:

  • Where a complaint may relate to a breach of professional standards of conduct, clinical competence or fitness to practise, patients can raise their concerns with the appropriate professional regulator (Doctors – General Medical Council, Nurses – Nursing & Midwifery Council [see below]).
  • Where a complaint relates to a breach of statutory regulations and the organisation is registered with the Care Quality Commission, patients can contact CQC (see below).
  • Patients retain the option of seeking legal advice relating to a complaint about the service provided by any healthcare provider.

Contact Details

General Medical Council

350 Euston Road



Tel No: 0161 923 6602


The Nursing & Midwifery Council

23 Portland Place



Tel: 0203 307 6802


Care Quality Commission



Newcastle Upon Tyne


Tel: 03000 616161



The Care Quality Commission is the regulator for independent healthcare. It does not have statutory powers to investigate any complaints that patients or other members of the public make about independent healthcare services, nor do they have a regulatory role to manage, arbitrate or resolve their complaints, concerns or allegations. However, they will take account of all information that they receive from the public about registered independent providers, or about unregistered providers that they consider should be registered. They assess whether this “concerning information” suggests that:

  • An offence has been committed as set out in the Health & Social Care Act 2008
  • A regulation has been breached as set out in the associated regulations, or
  • The provider has contravened a condition of their registration with CQC, as set out in their registration certificate. If they suspect that the provider has committed an offence under the Act or a breach under the regulations, they are required to take action to bring about improvement.