Complaints
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How to tell us when something has not met the standard you expected.
Last updated: 10 August 2026We want every patient to feel heard, respected and well cared for. If something has gone wrong, please tell us so that we can respond fairly and learn from it.
1. Our commitment
Wedgwood Medical takes concerns and complaints seriously. Raising a complaint will not affect the standard of care you receive. We will handle your information sensitively, share it only where necessary to investigate and respond, and make reasonable adjustments if you need help using this process.
2. How to raise a concern
Where possible, please first speak with the clinician or team member involved, as many concerns can be resolved promptly. You can also submit a formal complaint through our Contact page and mark the message “Complaint”. If WhatsApp is more accessible, you may message us on 07562 695284; please avoid sending detailed medical information through general messaging.
If you are complaining on behalf of another person, we may need their written permission before discussing confidential information.
3. What to include
Please provide your name and preferred contact details, the date and location of the appointment or incident, the people involved if known, a clear description of what happened, and what outcome you are seeking. Include only information relevant to the complaint.
4. What happens next
We aim to acknowledge a formal complaint within three working days. We will identify an appropriate person to review it, may contact you for clarification, and will aim to provide a clear written response within 20 working days. If the matter is complex or requires information from another provider, we will explain any delay and provide an updated timescale.
Our response will normally summarise the issues considered, what we found, any apology or remedy that is appropriate, and any steps we will take to reduce the chance of the issue happening again.
5. Urgent or clinical concerns
This complaints route is not an emergency service. Call 999 for a medical emergency or use NHS 111 for urgent medical advice. If you have an immediate concern following treatment, use the aftercare contact details supplied by your clinician.
6. Further review
If you remain dissatisfied, tell us which parts of the response you would like reviewed. We will arrange a further review by someone not previously responsible for the response where reasonably possible. Any applicable independent escalation route will depend on the clinician, service and clinic location involved; we will identify the relevant body in our final response rather than directing you to the wrong organisation.