Complaints

In an emergency

If you are worried about your immediate health, please call 999 or attend A&E. For urgent but non-emergency advice, call NHS 111. This complaints process is not a substitute for urgent clinical care.

Where does your complaint go?

MyDoctors360 is a technology platform. We operate the website, take bookings, process payments, and carry messages and documents between patients and doctors. We do not provide medical care. That means there are two different tracks for complaints:

1. Complaints about the platform itself — bookings, payments, refunds, website errors, account issues, data-protection questions, something a member of our staff said or did. These come to us.
2. Complaints about the clinical care you received — a doctor’s diagnosis, treatment, communication, professional conduct, or the way a prescription or care plan was handled. These go to the doctor and to the professional regulators.

If you’re not sure which track applies, start with us at TBD_COMPLAINTS_EMAIL — we will point you to the right place.

Track 1: Complaints about the platform

To complain about MyDoctors360, please contact TBD_COMPLAINTS_HANDLER_NAME_OR_TEAM at TBD_COMPLAINTS_EMAIL. Please include:

• Your name and the email address on your account.
• The booking reference, if applicable.
• A description of what went wrong and when.
• What you’d like us to do to put it right.

We will acknowledge your complaint within 3 working days and aim to give you a substantive response within 20 working days. If the matter is complex and needs more time, we will tell you so in writing and explain why.

If you’re unhappy with our final response, you can escalate to an independent body depending on the subject matter:

• Payment disputes: your card issuer under Section 75 of the Consumer Credit Act 1974 (credit card) or under the chargeback scheme (debit card).
• Consumer rights more generally: Citizens Advice — citizensadvice.org.uk — or the relevant Trading Standards office.
• Data protection concerns: the Information Commissioner’s Office — see track 3 below.

Track 2: Complaints about clinical care

If your concern is about the clinical care you received from a doctor you booked through MyDoctors360, please escalate in this order:

1. Raise it with the doctor directly. Most concerns can be resolved quickly if the doctor has the opportunity to review what happened. You can message them through the platform or contact them at the address shown on their profile.
2. Raise it with the doctor’s registered provider. Every CQC-registered private clinic has a published complaints procedure. The doctor can tell you which provider they practise under. You can also look them up on the CQC provider directory at cqc.org.uk/search/services.
3. Raise it with the General Medical Council (GMC). The GMC investigates concerns about a doctor’s fitness to practise. Their complaints service is at gmc-uk.org/concerns. You can also call them on 0161 923 6602.
4. Raise it with the Care Quality Commission (CQC). The CQC regulates healthcare providers (not individual doctors). If your complaint is about the way a registered provider ran a service, you can contact the CQC at cqc.org.uk/contact-us/how-complain or on 03000 616161.
5. Independent Sector Complaints Adjudication Service (ISCAS). Many private healthcare providers subscribe to ISCAS for independent review of unresolved complaints: iscas.cedr.com.

MyDoctors360 cannot investigate a doctor’s clinical decision-making in the same way the GMC and CQC can. What we can do is remove a doctor from the platform if a regulator finds against them, and that is something we take very seriously — please tell us about any regulatory action at TBD_COMPLAINTS_EMAIL so we can update our records.

Track 3: Data protection complaints

If your complaint is about how TBD_LEGAL_ENTITY_NAME has handled your personal data, please see our Privacy Policy for the full process. In short:

• Contact our Data Protection Lead first at the address listed in the Privacy Policy. We’d like the chance to put things right.
• If you remain unhappy, you have the right to complain to the Information Commissioner’s Office at ico.org.uk or on 0303 123 1113.

Safeguarding concerns

If you are worried about the immediate safety of a child or an adult at risk, please contact the relevant local authority safeguarding team, or call 999 in an emergency. You can also let us know at TBD_COMPLAINTS_EMAIL.

Duty of candour

Where something has gone wrong that we should have prevented or better mitigated, we will tell you what happened, apologise, explain what we’re doing about it, and — where appropriate — escalate it to the relevant regulator ourselves.