Complaints Policy

Complaints Policy & Procedure

Last Updated: Wednesday, 1 July 2026

Legal Entity: Menopause Specialist Clinics Ltd (Company No: 14750789)

Registered Manager: Dr Silas Gimba (GMC: 4340441)

1. Introduction & Purpose

MenoCareHealth is committed to providing high-quality, specialist menopause care. We know that sometimes things do not go as expected. We welcome feedback, including complaints, as an opportunity to put things right and improve our service.

This policy explains how you (or someone you authorise) can make a complaint, what will happen next, and the timescales we aim to follow. We aim to handle all complaints fairly, consistently, and as quickly as we reasonably can.

2. Our Principles

When handling a complaint, MenoCareHealth will:

  • Listen and respond with compassion: We know health concerns can be stressful. We will treat you with respect and kindness.

Make it easy to complain: You can contact us through simple online or phone options.

Keep you informed: We will explain what happens next and keep you updated.

Be fair: We will look into complaints properly and impartially. You will not be treated differently for raising a concern.

  • Learn and improve: We record and review complaints so we can improve our service.

2. Who Can Make a Complaint?

Any patient who has received (or is receiving) services from MenoCareHealth can make a complaint.

  • A representative (for example, a family member or carer) can complain on a patient’s behalf if we have the patient’s written consent to share information with them (because of clinical confidentiality).

3. How to Make a Complaint

If something does not feel right, please tell us as soon as you can. Many issues can be resolved quickly and informally.

Stage 1: Informal Resolution

  • You can raise a concern by:
  • Email: secretary@menocarehealth.com
  • Patient Call Line: 0330 043 9505

Booked Patient WhatsApp: 07822 010882

  • We will aim to resolve informal concerns within 3 working days where possible.

Stage 2: Formal Complaint

If you are not satisfied with the informal response, or if you wish to make a formal complaint from the outset, please submit it in writing:

By Email: secretary@menocarehealth.com (Subject: Formal Complaint)

By Post: Menopause Specialist Clinics Ltd, Littleowls, Waltham Road, Brigsley, Grimsby DN37 0RQ

Please include:

Your full name and contact details

A clear description of your complaint

Relevant dates, times, and names of any staff involved

What you would like to happen as a result of your complaint

5. The Complaints Procedure

We follow a three-stage complaints process.

Stage 1: Local Resolution (Internal Investigation)

Acknowledgement: We will confirm we have received your complaint within three (3) working days.

Investigation: Your complaint will be looked into by a senior member of the admin team, or by a clinician who was not directly involved.

Response: We aim to send a full written response within twenty (20) working days. If it is more complex and we need longer, we will let you know why and tell you the revised timescale.

Outcome: Our response will explain what we found and what we are going to do (for example, an apology, a clinical review, or a change to how we do things).

Stage 2: Internal Review (Escalation to Clinical Director)

If you are not happy with the Stage 1 response, you can ask for an internal review.

Request: Please request a Stage 2 review in writing within twenty (20) working days of receiving the Stage 1 response.

Process: Your complaint will be reviewed by Dr Silas Gimba (GMC: 4340441) (Clinical Director). He will review the original investigation and the parts you are not satisfied with.

Response: We will provide our final internal response within twenty (20) working days of receiving your request for review.

Stage 3: Independent External Review

If you remain dissatisfied after Stage 2, you may ask whether your complaint is eligible for independent review. Where applicable and within its remit, you may contact:

Independent Sector Complaints Adjudication Service (ISCAS):

Website: iscas.cedr.com

  • Email: info@iscas.org.uk

Address: ISCAS, 70 Fleet Street, London, EC4Y 1EU.

Note: ISCAS provides independent adjudication for complaints about private healthcare providers.

6. The Role of the Care Quality Commission (CQC)

MenoCareHealth is regulated by the CQC. The CQC does not investigate individual complaints or resolve disputes, but they do want to hear about people’s experiences of care. They use this information to help with inspections and regulatory action.

  • Contact CQC:

Website: www.cqc.org.uk

  • Telephone: 03000 616161

Address: CQC National Customer Service Centre, Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA.

7. Duty of Candour

We are committed to being open and honest (Duty of Candour) in line with Regulation 20 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. If a “notifiable safety incident” occurs:

  • We will tell you as soon as possible.
  • We will explain what happened and say sorry.
  • We will support you and keep a written record of what we have discussed.

8. Confidentiality and Data Protection (Including Secure Transfer)

We handle complaint information in line with the UK GDPR and the Data Protection Act 2018. We usually keep complaint correspondence separate from your clinical record, unless the complaint relates to your clinical care and it is appropriate to record relevant details in your medical record.

Secure Communication and Transfer of Information

  • We apply safeguards appropriate to the recipient and the information involved. Confidential clinical information sent by email is shared through Beyond Encryption / BeSecureMail or another approved secure route, with identity checks and an audit trail where appropriate.
  • We will only share complaint information with other people (including a representative) where we have the right to do so. In most cases, this means we will need your written consent, unless we are legally required or permitted to share information.

9. Monitoring and Learning

We keep a Complaints Log to record concerns, formal complaints, and outcomes. Dr Silas Gimba (GMC: 4340441) reviews this quarterly to:

  • Spot recurring themes or trends.
  • Check that agreed actions have been completed.
  • Share learning across the online clinic to help prevent similar issues happening again.
  • Support our “Well-led” evidence for CQC purposes.

10. Policy Review

We review this policy annually, or sooner if laws or regulatory guidance change.

Dr Silas Gimba (GMC: 4340441)

  • Clinical Director, MenoCareHealth