How to make a complaint;

Contacting us directly means we can begin looking into your concern straight away. Please speak to a member of staff at the centre, or you may prefer to talk to the Blackberry Clinic Centre Manager / Registered Manager.

You can complain by phone; please refer to our “Clinics” tab at the top of our home page, select the relevant clinic you wish to make a complaint about. You shall find the contact details of the clinic detailed, please just ask a member of staff when you’re on the call if you’d like to speak to the manager.

You can complain by Email; please refer to our “Clinics” tab at the top of our home page, select the relevant clinic you wish to make a complaint about. You shall find the contact details of the clinic detailed, please just mark your email to the attention of the Centre Manager.
You can also submit a complaint to clinicalgovernance@blackberryclinic.co.uk, we’ll direct your email on to the relevant centre, in your email please tell us which clinic you attended and what your complaint is about.

You can complain in writing; please refer to our “Clinics” tab at the top of our home page, select the relevant clinic you wish to make a complaint about. You shall find the clinic address detailed, please just mark your letter to the attention of the Centre Manager.

What happens with my complaint?

We address complaints using a series of steps. We aim to resolve all your concerns to your satisfaction as quickly as possible.

Step 1; we will aim to respond fully to your complaint within five working days. If we can’t do this, we will get in touch to acknowledge receipt of your complaint while we investigate. We will send you a full written response following our investigation within 20 working days. If there is any delay, we will contact you to let you know.

Step 2; if you are not satisfied with our initial response to your complaint, then please let us know. We will escalate your complaint to relevant senior managers who will review it. If necessary a panel may also discuss the complaint. We will aim to resolve all your outstanding concerns.

Step 3;

All of our health centres are regulated by the following organisations; the Care Quality Commission (CQC) in England, Healthcare Inspectorate Wales and Healthcare Improvement Scotland.

You can escalate your concerns to them if you are not satisfied after our internal investigation

Our commitments to improving;
We treat all complaints confidentially and impartially. We log every complaint on our Complaints Management Database. We then look at how many complaints we receive and what the complaints are about. We use this information for learning along with our customer surveys. This helps to make sure we continually improve the service we provide to our customers.