First of all, we're very sorry to hear that you are unsatisfied with our service. We take all feedback seriously, so please let us know your problem and we'll do our best to remedy the situation.
If you would like to make a complaint, please get in touch using the following details:
Telephone: 0330 0884980
Post: Doctor Care Anywhere, 13-15 Bouverie Street, 2nd Floor, London EC4Y 8DP
Making a formal complaint
If you would like to make a formal complaint about the service or treatment you received, please contact us by post or email. You can also notify us of your intention to complain by phone, but we will kindly ask that you put your complaint in writing, if possible, as it will help us understand the nature of your concern and seek the best resolution.
When will you hear from us?
We will acknowledge your complaint within three working days and aim to complete our investigation within 20 days, but often much sooner. Our Complaints Officer will provide regular updates throughout the resolution process so you will be notified of any delays, especially if we need to contact other parties as part of the investigation. You can find out more about our complaints process by reading Section 26 of our Terms and Conditions. Once we have completed the investigation, we will provide a formal response in writing.
Complaining on behalf of someone else?
We are careful to protect patient confidentiality, so you must have permission to complain on another adult’s behalf. In such instances, we will ask to speak with the complainant directly or request a signed letter of authority that permits you to act for him or her.