We are committed to providing safe, respectful, and high-quality care. Your experience, every detail of it, helps us improve.
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This is not an emergency service
If you or someone else is in danger, or you are experiencing a mental health crisis — do not use this complaints form.
Patients experiencing severe deterioration in mental health, thoughts of self-harm, acute psychiatric symptoms, or severe side effects should seek urgent medical support immediately. The complaints and feedback process is not the right pathway for urgent or emergency situations.
If your concern is not urgent — for example, a question about your prescription, an experience during a consultation, or a process issue — please continue to the feedback and complaints section below. All complaints are handled confidentially and will not affect your care.
Our commitment
We listen. We act.
We also understand that sometimes things don't go as planned. If this happens, we want to hear from you so we can put things right and learn from your experience.
Complaints are encouraged to be made as soon as possible, and ideally within 6 months of the issue occurring, or becoming known to you.
You can:
person
Submit a complaint yourself
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Ask someone to complain on your behalf (with your consent)
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Make a complaint anonymously — please note this may limit our ability to investigate fully
Process
What Happens Next?
Once you submit your complaint or feedback, here is what to expect. We handle every case fairly, impartially, and with respect for everyone involved.
1
Within 3 working days
Acknowledgement
We will acknowledge your complaint within 3 working days of receiving it.
2
Optional
Early discussion
Where appropriate, we may offer to discuss your concerns with you, by video call, phone, or email, to try to resolve things quickly. This is optional and will not delay the process if you prefer not to take part.
3
Impartial review
Investigation
Your complaint will be investigated fairly and impartially by a senior member of staff who was not involved in the issue. If we need clarification, we may contact you to ensure we understand your concerns fully.
4
Within 28 days
Our written response
We aim to provide a full written response within 28 days. If more time is needed, we will keep you updated at least every 28 days. Our response will include:
A summary of your complaint
Who investigated it and how the investigation was carried out
What we found
Any actions or improvements we have made
How to request a review if you are unhappy with the outcome
Not satisfied?
If You Are Unhappy With the Outcome
We have a clear three-stage process to ensure your complaint is heard at every level — and that you have access to independent review if needed.
01
Internal response
Our written response following investigation, including findings, actions taken, and how to escalate if needed.
02
Stage 2 — Review
If you are unhappy with our response, you can ask for a review. A senior member of staff not previously involved will look again at how your complaint was handled.
03
Stage 3 — Independent review
If you remain dissatisfied after our internal process has been completed, you may refer your complaint to an independent organisation (ISCAS or CEDR).
Our principles
Fairness, Confidentiality & Learning
favorite Your care is protected
Making a complaint will never affect your care. Your relationship with your clinical team remains entirely separate from any complaint process.
lock Handled confidentially
Complaints are handled confidentially and shared only with those who need to be involved in investigating or resolving the matter.
balance Staff treated fairly
Staff named in complaints are treated fairly and given the full opportunity to respond to any concerns raised about them.
trending_up We learn and improve
We regularly review all feedback and complaints to identify themes, improve safety, and enhance the patient experience for everyone.
Share your feedback
We Value Your Feedback
Your experience matters to us — whether you are a current patient or have recently interacted with Naturecan Clinic. Your feedback, whether positive or constructive, helps us strengthen the patient experience, improve our processes, and provide better support throughout your treatment journey.
Please take a moment to tell us what worked well, what could be improved, or anything else you would like us to know.
Or optionally complete the form and we will be in touch. Whether it's about a recent appointment, your prescription experience, or something else — we want to hear it.
