Complaints procedure

We are sorry you need to submit a complaint. We will do our best to understand what’s happened and put things right.
Please follow the below guidance. Our team will help you as quickly as possible.

What happens with your complaint?

Most issues can be sorted out quickly and easily with the person concerned, often at the time they arise, and this may be the approach you try first.

Where you are not able to resolve your complaint in this way and wish to make a formal complaint, you should do so in writing.

We advise you to do so as soon as possible after the event, ideally within a few days, giving as much detail as you can, as this helps us to establish what happened more easily. In any event, you should submit your complaint within 12 months of the incident or within 12 months of you becoming aware of the matter.

• We aim to settle complaints as soon as possible.
• We aim to acknowledge receipt of a complaint within 3 working days and aim to give a response within 10 working days. If it cannot be done in 10 working days, you will be notified and given a projected response time.

You will receive a response within 20 working days of receipt of the complaint where the investigation is still in progress. In this situation, we will email you explaining the reason for the delay. You will then receive a formal reply in writing within 5 working days of a conclusion being reached.

All complaints are dealt with confidentially and impartially. We log every complaint, and we look at how many complaints we receive and what the complaints are about. We use this information for learning and ensuring we continually improve the service we provide to customers.

Complaints contact information.
Email us: complaints@GPDQ.co.uk
Call us: Customer Service Tel: 0203 805 1781. We may record or monitor our calls. Our opening hours are Monday to Friday 8am to 6pm.

For people with hearing or speech difficulties, you can use the Relay UK service on your smartphone or textphone – visit: www.relayuk.bt.com

Write to us:
Customer Complaints Team
GPDQ
7 Natal Rd
London
N11 2HU

For help and advice.
You can also contact an independent organisation with a concern about our service.

• The local Healthwatch can be found at: www.healthwatch.co.uk
• The Independent Health Complaints Advocacy service (IHCA):

Tel: 07506 690505
Email: ihcaenquires@centralenglandlc.org.uk

• The Parliamentary and Health Service Ombudsman:
  Millbank Tower
  30 Millbank
  London
  SW1P 4QP

Tel: 0345 015 4033
Website: www.ombudsman.org.uk
www.ombudsman.org.uk/make-a-complaint (to complain online or download a paper form)

• The Patient Advice and Liaison Service (PALS) based at:
  Finchley Memorial Hospital
  Granville Road
  London
  N12 0JE

We are regulated by the CQC. If, after our investigation, you are not satisfied and feel that we have not met any of the Health and Social Care Act 2008 regulations, you can escalate your concerns to them.

Care Quality Commission
Telephone: 03000 616161
Email: enquiries@cqc.org.uk
Website: www.cqc.org.uk