Complaints Procedure

Complaints Procedure

Effective Date: 21 July 2026

At HealthPhix, we are committed to providing safe, professional, and high-quality healthcare services. If you are unhappy with any aspect of our care or service, we encourage you to let us know. Your feedback helps us improve the experience we provide to all patients.

1. Our Commitment

We take all complaints seriously and aim to:

• Listen to your concerns fairly and respectfully.

• Investigate complaints promptly and thoroughly.

• Keep you informed throughout the process.

• Resolve issues wherever possible.

• Learn from feedback to improve our services.

2. How to Make a Complaint

If you have a concern about any of our services, please contact us as soon as possible using the contact details provided on our website.

When making a complaint, please include:

• Your full name.

• Contact details.

• The date of your appointment or service.

• A description of your concern.

• Any relevant supporting information.

3. What Happens Next?

Once we receive your complaint, we will:

• Acknowledge receipt as soon as reasonably possible.

• Review the information provided.

• Investigate the matter with the relevant team members.

• Respond with our findings and, where appropriate, explain any actions taken.

If we require further information, we may contact you during the investigation.

4. Our Aim

We aim to resolve complaints promptly and fairly. The time required may vary depending on the complexity of the issue, but we will keep you updated throughout the process.

5. If You Are Not Satisfied

If you remain dissatisfied after receiving our response, we will advise you of any appropriate next steps or organisations that may be able to assist, depending on the nature of your complaint.

6. Continuous Improvement

Every complaint is reviewed to help us identify opportunities to improve our services, procedures, and patient experience.

7. Contact Us

If you wish to make a complaint or discuss a concern, please contact HealthPhix using the contact details provided on our website. We are committed to treating every complaint with respect, confidentiality, and fairness.