Effective Date: 02/03/2026
Last Updated: 02/03/2026

 

Our Commitment

At Plymouth Private Practice, we are committed to providing safe, high-quality, and compassionate care.

If something falls short of your expectations, we welcome your feedback. We view complaints as an opportunity to listen, reflect, and improve our service.

We will treat your concerns seriously, respectfully, and in confidence.

 

How to Raise a Concern

If you are dissatisfied with any aspect of your care, please contact us as soon as possible so that we can address the matter promptly.

Complaints may be made:

By email: info@plymouthprivatepractice.co.uk
By telephone: 07821 919008
In writing:
Plymouth Private Practice
202 Peverell Park Road
Plymouth
Devon
PL3 4QE

If you are making a complaint on behalf of another person, we may require their written consent before discussing confidential information.

 

What Happens Next

Acknowledgement

We aim to acknowledge receipt of your complaint within 3 working days.

 

Investigation

Your complaint will be carefully reviewed and investigated. This may involve:

• Reviewing medical records
• Speaking with clinicians or staff involved
• Considering relevant policies or procedures

All investigations are handled confidentially and fairly.

 

Formal Response

We aim to provide a formal written response within 20 working days of receiving your complaint.

If additional time is required due to the complexity of the matter, we will inform you promptly and provide an updated timeframe.

Our response will include:

• A clear summary of your concerns
• The findings of our investigation
• An explanation of any conclusions reached
• An apology where appropriate
• Details of any actions taken or proposed
• Information about further options should you remain dissatisfied

 

If You Remain Dissatisfied

If you are not satisfied with our response, you may seek independent advice or escalate your complaint.

As a private healthcare provider, you may contact:

Independent Sector Complaints Adjudication Service (ISCAS)

If applicable, we will provide details of our membership and referral process upon request.

You may also seek independent legal advice if you wish.

 

Confidentiality

All complaints are handled in accordance with our Privacy Policy and in line with UK data protection legislation. Information relating to a complaint will be kept securely and separately from clinical records where appropriate.

 

Learning and Improvement

Complaints are reviewed to identify themes, improve patient experience, and strengthen our clinical governance processes.