How to make a complaint

Our complaints procedure consists of three stages of escalation designed to address and resolve your complaint as swiftly as possible.

Stage 1. Local Resolution

To make a complaint, contact us using one of the three methods below

Call us
08000 112 113

Monday – Friday
8:00am – 6:00pm

Email us

Providing as much information as you can

Write to us

Patient Experience Team
Medefer Limited
19 Eastbourne Terrace
London, W2 6LG

We will acknowledge your written complaint within three working days and start to investigate upon hearing from you.

Our aim is to provide you with a comprehensive response, including an explanation, apology [if necessary] and appropriate actions, usually within 30 working days. If the investigation requires more time, we will keep you informed through regular communication. For complex complaints we will provide progress reports to keep you informed.

We may suggest meeting you to discuss your concerns and work towards a resolution.

Stage 2. Internal Review

What happens if I’m not happy with the resolution?

If you are not happy with the response provided or feel the matter is not resolved, you can request an internal review by writing to:

Chief Executive Officer (CEO), Medefer Limited, 19 Eastbourne Terrace, London, W2 6LG

Alternatively, they can email with the subject Complaint Stage Two.

The CEO will review the complaint and either confirm the decisions and actions taken previously provided or reach an alternative decision to help resolve the matter.

Stage 3. Further Action

Still not resolved?

If you are still dissatisfied after an internal review, you have the option to request an external review of your complaint from the Parliamentary Health Service Ombudsman (PHSO).

Complaints on behalf of someone else

Please be aware that we strictly adhere to medical confidentiality rules.

If you are lodging a complaint on behalf of someone else, we require their written permission, unless they are unable to provide due to illness, or you hold their Power of Attorney for their health. Only relevant information related to the complaint will be disclosed. However, if the complainant does not want any information from their health records to be shared, it may impact the extent to which we can investigate and respond to the complaint.

Download this information as a PDF below

Download complaints leaflet

If you need information in a different format or require further assistance, please do not hesitate to contact us at