Complaints
Bespoke Health Clinic Ltd. Version 2.0. Last updated: 22 September 2026. Next review due: September 2027.
We are committed to delivering high quality care, and we welcome feedback that helps us improve. If something has not gone well, we want to hear about it. Most concerns are resolved quickly once we understand what happened.
Raising a concern will never affect the care you receive from us.
Where something has gone wrong, we will be open and honest with you. We will explain what happened, apologise, and tell you what we are doing to put it right, in line with our professional and legal duty of candour.
Raising something informally
If something can be put right straight away, the quickest route is usually to say so. Email info@bespokehealthclinic.comor raise it during your next consultation. Many things are resolved this way without needing a formal complaint.
If an informal concern is not resolved to your satisfaction, or it is serious, we will treat it as a formal complaint.
Making a formal complaint
Email info@bespokehealthclinic.com with "Complaint" in the subject line, or write to us at Bespoke Health Clinic Ltd, 2 Phildock Wood Road, Derby, DE22 4PH. You can also tell us during a consultation; we will write your complaint down and send you a copy to check it is accurate.
Please tell us:
your name and contact details
what happened, including relevant dates and who was involved
what you would like us to do about it
If you need help making a complaint, or would like information in a different format or language, please let us know.
Someone else can complain on your behalf, such as a family member or advocate. We will need your written consent before we can share information about your care with them. If the patient has died, lacks the capacity to give consent, or is a child, we will consider a complaint from a suitable representative, such as a next of kin, a person holding a relevant lasting power of attorney, or a parent or guardian. We will always act in the patient’s best interests and respect their confidentiality.
Please raise your concern within 12 months of the event, or of becoming aware of it. We will still consider complaints made later where it is reasonable to do so and we can still investigate properly.
What happens next
Within 3 working days we will acknowledge your complaint in writing. We will confirm we have received it, tell you who is handling it and how to contact them, and set out the expected timeframe.
If your complaint raises an immediate concern about your health or safety, or someone else’s, we will act on that straight away, including under our safeguarding procedures where relevant.
We will then investigate. This may involve reviewing your records, communications and our procedures, speaking to anyone involved, and coming back to you if we need to clarify anything. If your complaint involves another organisation, such as a laboratory or pharmacy, we will, with your consent, work with them so that you receive a coordinated response where possible.
Our Complaints Lead is Dr Ruchi Ahluwalia. If your complaint concerns Dr Ahluwalia, or she has been involved in the matter, it will be handled by our other director, Dr Lakhvinder Dhamrait. If your complaint concerns both directors, or you would prefer it were not handled internally, tell us and we will arrange for it to be reviewed by someone independent of the clinic.
Within 20 working days we will send you a full written response setting out what we found, what we concluded, an apology where appropriate, what we are doing as a result, and what to do if you remain dissatisfied. If we need longer, for example because we are waiting on information from a third party, we will tell you why, agree a new date with you, and update you at least every 20 working days until we respond.
If you are not satisfied with our response
Please tell us, ideally within two months of our response, so we have the chance to put things right. Your complaint will be reviewed by a director who was not involved, or by someone independent of your care, and we will send you our final written response within 20 working days. This final response will make clear that our internal complaints procedure has been completed.
Independent mediation through CEDR
Bespoke Health Clinic Ltd is a subscriber to the Centre for Effective Dispute Resolution (CEDR), an independent charity which can provide dispute resolution services for unresolved complaints between customers and businesses. If you remain dissatisfied with our findings CEDR can provide you with access to the services of a professional mediator at no charge to you.
CEDR can only accept an application once you have received our final written response, so please complete our internal procedure first. The application is made by you, on CEDR’s application form.
An independent CEDR-accredited mediator will speak with you and with us, usually by telephone, video call or in writing, to help us reach an agreement. The mediator does not take sides, does not decide the outcome and cannot make financial awards, although they may suggest a solution for both parties to consider. Mediation is voluntary for both parties, and we are committed to taking part in good faith.
Mediation is confidential and “without prejudice”, which means nothing said during it can be used as evidence in legal proceedings. Any agreement is recorded in a written Outcome Statement and only becomes legally binding once both parties have signed it. If no agreement is reached, you remain free to pursue your complaint in other ways, including through the courts. CEDR’s scheme rules state that the process normally takes five to six weeks.
You can view the details of what CEDR can provide, and when they can do this, by visiting their website: https://www.cedr-assist.com/consumer/private-healthcare-mediation/overview/
CEDR’s contact details are:
Centre for Effective Dispute Resolution, 100 St Paul’s Churchyard, London, EC4M 8BU
Tel: 020 7520 3800. Email: applications@cedr.com
Other organisations you can contact
You can raise concerns with the following at any time, whether or not you have used our own procedure.
The General Medical Council, if you have concerns about a doctor’s fitness to practise. gmc-uk.org
The Care Quality Commission, about the standard of our service. Online: cqc.org.uk/give-feedback-on-care Email: enquiries@cqc.org.uk Phone: 03000 616161, Monday to Friday, 8:30am to 5:30pm Post: Care Quality Commission, Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA
The CQC uses this information in its regulation of us and monitors services to ensure quality and safety. It does not investigate individual complaints or resolve disputes between you and us, so we would encourage you to use our own procedure as well.
The Parliamentary and Health Service Ombudsman cannot investigate care that is privately funded.
Nothing in this procedure affects your legal rights, including your right to take legal action. Using our complaints procedure or CEDR mediation may not pause the time limits that apply to legal claims, so if you are considering legal action you may wish to take independent legal advice early.
Complaints about how we handle your information
If your concern is about data protection or privacy, email info@bespokehealthclinic.com with "Data Protection Complaint" in the subject line. You may also complain to the Information Commissioner’s Office at ico.org.uk at any time.
Confidentiality
Complaints are handled confidentially and in line with UK GDPR. Information is shared only with those who need it in order to investigate and respond, with our medical indemnity provider and insurers where necessary, and where the law requires it.
Your complaint is recorded separately from your medical record. Complaint records are stored securely, kept for 10 years after the complaint is closed, and then securely destroyed.
Behaviour and communication
We understand that making a complaint can be stressful. In the rare event that contact becomes abusive, threatening or unreasonably persistent, we may agree a single point of contact or a set way of communicating with you. We will still consider your complaint fairly.
What we do with complaints
We keep a record of every complaint and its outcome. Complaints are reviewed at our clinical governance meetings, where we look for patterns and agree changes to prevent problems recurring. Findings are shared with anyone who needs to act on them.
Where a complaint reveals a notifiable safety incident, we follow our duty of candour procedure. We make statutory notifications to the Care Quality Commission where required, and provide summary information about complaints when they ask for it.
This procedure is reviewed annually, and sooner if regulations or our arrangements change.
Contact
Bespoke Health Clinic Ltd,
