Effective Date: 25/08/2026
Last Updated: 25/08/2026

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
Peverell Clinic
202 Peverell Park Road
Plymouth
Devon
PL3 4QE

You may make a complaint verbally or in writing. If you are making a complaint on behalf of another person, we may require their written consent before discussing confidential information, unless you are otherwise legally entitled to act on their behalf.

 

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 relevant medical records
• Speaking with clinicians or staff involved
• Considering relevant policies, procedures and other information
• Identifying any areas where improvements may be required

Complaints will be investigated fairly, objectively and confidentially.

Where appropriate, the person investigating the complaint will not have been directly involved in the care or events giving rise to the complaint.

 

 

Formal Response

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

If we are unable to provide a full response within this timeframe because of the complexity of the complaint or other circumstances, we will explain the reason for the delay and provide a revised timeframe.

Our response will include:

• A clear summary of the concerns raised
• The findings of our investigation
• An explanation of the conclusions reached
• An apology where appropriate
• Details of any actions taken or proposed
• Information about how you can request an independent review if you remain dissatisfied

If You Remain Dissatisfied

If you are not satisfied with our response, you may request an independent review of your complaint.

The independent review will be undertaken by a suitably qualified and independent person who was not involved in the original complaint investigation, the care concerned, or the events giving rise to the complaint.

The purpose of the independent review is to consider whether your complaint was investigated fairly and thoroughly, whether our response adequately addressed the concerns raised, and whether any further action is appropriate.

If you wish to request an independent review, please contact us using the details above. We will provide information about the proposed reviewer and the review process.

We will cooperate fully with the independent review and will consider any recommendations arising from it.

You may also seek independent legal advice or contact the relevant professional or regulatory body where appropriate.

 

Confidentiality

All complaints are handled in accordance with our Privacy Policy and applicable UK data protection legislation.

Information relating to a complaint will be handled securely and confidentially. Complaint information will be recorded and retained in accordance with our information governance and records management procedures.

 

Learning and Improvement

Complaints are reviewed as part of our clinical governance processes to identify themes, risks and opportunities for improvement.

Where a complaint identifies a failure or area for improvement, appropriate and proportionate action will be taken. Learning from complaints may result in changes to our policies, procedures, clinical practice or service delivery.

We will maintain appropriate records of complaints, investigations, responses, actions taken and any subsequent correspondence.

 

Contact Us

Phone: +44 7821 919 008
Email: info@plymouthprivatepractice.co.uk

Address:
Peverell Clinic
202 Peverell Park Road
Plymouth, Devon
PL3 4QE

Plymouth Private Practice is committed to ensuring that complaints are handled effectively, fairly and without disadvantage to the person making the complaint.