Complaints Procedure

Last updated: 1 March 2025

At Brooksby Medical, we welcome all feedback — including concerns or complaints — as part of our commitment to improving patient care.

If you are unhappy with any aspect of your experience, we encourage you to let us know so we can put things right.

Who can complain?

You can make a complaint if you are:

• A patient of Brooksby Medical
• A carer or representative acting on a patient's behalf (with their permission)

How to make a complaint

You can contact us in any of the following ways:

• Email: enquiries@brooksbymedical.com
• Post: Brooksby Medical Ltd, The Old Rectory, Hoby Road, Brooksby, Leicestershire, LE14 2LE
• Phone: 07944 279856

If you need help to make your complaint please access www.voiceability.org.

What happens next?

• We will acknowledge your complaint within 3 working days
• We aim to provide a full written response within 20 working days
• If more time is needed (e.g. for complex issues), we will keep you updated throughout

What can I expect?

We will:

• Treat your concerns seriously and confidentially
• Investigate thoroughly and fairly
• Offer a clear explanation and apology if appropriate
• Take action to improve our service based on your feedback

Still not satisfied?

If you are unhappy with how we have handled your complaint, you may contact:

• Care Quality Commission (CQC) — www.cqc.org.uk
  (Note: The CQC does not investigate individual complaints but reviews how providers handle them.)
• General Medical Council (GMC) — www.gmc-uk.org
  (For concerns about a doctor's professional conduct)

Your privacy

All complaints are handled in confidence and in line with the UK GDPR and Data Protection Act 2018. We never share your personal data without lawful basis.