Complaints Policy

Last updated: 16 September 2026

1. Our commitment

Medi-Forte is committed to providing high-quality healthcare and a positive experience for every patient. We take all concerns and complaints seriously. If something has not met your expectations, we want to hear from you so that we can put it right and improve our services.

This policy sets out how you can raise a concern or complaint, what you can expect from us, and how you can escalate your concern if you remain dissatisfied.

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2. What you can complain about

You may complain about any aspect of your experience at Medi-Forte, including:

• The quality of clinical care or treatment you received
• The conduct or attitude of any member of our team
• Administrative issues, including appointments, billing, or communication
• How your personal data or health information has been handled
• The accessibility of our premises or services
• Any other matter relating to your care or experience

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3. Who can make a complaint

A complaint may be made by:

• A current or former patient
• A person acting on behalf of a patient (for example, a parent, legal guardian, or someone with lasting power of attorney), with the patient's written consent where the patient has capacity
• A relative or carer acting on behalf of a patient who has died or lacks capacity to complain

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4. How to make a complaint

In writing (preferred): Email: Rosieaslan@medi-forte.com Post: 48-52 Penny Lane, Mossley Hill, Liverpool, Merseyside, United Kingdom, L18 1DG

By telephone: Please ask to speak to our Practice Manager, who will assist you.

In person: You may raise a concern in person at our clinic. Our reception team will direct you to the appropriate member of staff.

Please provide as much detail as possible, including:

• Your full name and contact details
• The date(s) of the events you are complaining about
• A clear description of your concern
• What outcome or resolution you are seeking

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5. Timeframes

Stage	Timeframe
Acknowledgement of your complaint	Within 3 working days of receipt
Full written response	Within 20 working days of receipt

Where a full response cannot be provided within 20 working days, we will write to you explaining the reason for the delay and providing a revised timescale.

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6. How we handle your complaint

On receipt of your complaint:

1. We will log it in our complaints register and acknowledge receipt within 3 working days.
2. A designated person (usually the Practice Manager) will investigate your complaint thoroughly and impartially.
3. Where appropriate, the relevant clinician(s) or team member(s) will be consulted.
4. We will provide you with a clear written response setting out our findings, any actions taken or proposed, and an apology where warranted.
5. If the complaint relates to clinical care, a senior clinician will be involved in the review.

All complaints are handled in confidence. Raising a complaint will not adversely affect your care or treatment.

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7. If you are not satisfied

If you remain dissatisfied after receiving our final response, you may escalate your complaint to:

Independent healthcare complaints

Private Healthcare Information Network (PHIN) / relevant ombudsman service

For complaints about private healthcare providers, you may also contact the relevant body depending on the nature of your concern:

Parliamentary and Health Service Ombudsman (PHSO) For concerns that have not been resolved after following our internal process.

• Website: ombudsman.org.uk
• Telephone: 0345 015 4033

Care Quality Commission (CQC) For concerns about the safety or quality of regulated services.

• Website: cqc.org.uk
• Telephone: 03000 616161

General Medical Council (GMC) For concerns about a doctor's fitness to practise.

• Website: gmc-uk.org
• Telephone: 0161 923 6602

Nursing and Midwifery Council (NMC) For concerns about a nurse or midwife.

• Website: nmc.org.uk

Information Commissioner's Office (ICO) For concerns about how your personal data has been handled.

• Website: ico.org.uk
• Telephone: 0303 123 1113

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8. Learning from complaints

We use feedback and complaints to continuously improve our services. All complaints are reviewed at regular clinical governance meetings and, where appropriate, changes to our processes and practices are implemented.

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9. Contact

If you have any questions about this policy or wish to raise a concern, please contact us at:

Mediwell North West Ltd (trading as Medi-Forte) 48-52 Penny Lane, Mossley Hill, Liverpool, Merseyside, United Kingdom, L18 1DG Company number: 15753666 Rosieaslan@medi-forte.com