The short version

  • Email complaints@livewellsyndicate.com or call 01482 765 131.

  • We acknowledge your complaint within 3 working days.

  • You get a full written response within 20 working days.

  • Complaining will never affect the service you receive from us.

If something has gone wrong, we want to hear about it directly, and we would rather you told us than went away unhappy. Complaining will never affect the service you receive from us.

View the PDF version

How to complain

Tell us what happened, when it happened, and what you would like us to do about it.

If you would rather someone complained on your behalf, that is fine. We will just need your written consent first, so that we can discuss your information with them.

If you need help making your complaint, tell us and we will help. We can take a complaint over the phone and write it up for you to check.

What happens next

  1. We will acknowledge your complaint within 3 working days.

  2. We will investigate and give you a full written response within 20 working days. If it is going to take longer than that, we will tell you why and when to expect an answer.

Who handles it

Complaints are handled by Cynferth J. Turrian, our Executive Director and Clinic Manager. If your complaint is about her, or you would rather someone else dealt with it, our Managing Director, Daniel Snow, handles it instead.

Every complaint is recorded and reviewed, whatever the outcome. If something needs to change in how we work, that is the point of you telling us.

If you are still not satisfied

If you are still not satisfied

If you are unhappy with our response, you can ask for a review within 20 working days of receiving it. Our Managing Director will review how your complaint was handled and send you a written reply within 20 working days of your request. That reply is our final response.

The review is carried out within The Livewell Syndicate, so it is an internal review, not an independent one.

If your complaint was about our Executive Director and was handled by our Managing Director from the start, there is no second internal stage. His response is our final response.

We are not a member of an independent complaints adjudication scheme. If you remain unhappy after our final response, you can:

  • get free, independent advice from the Citizens Advice consumer helpline on 0808 223 1133, which can refer matters to Trading Standards

  • make a claim through the small claims court if you believe you are owed money

  • complain to the Information Commissioner's Office about how we have handled your personal data

  • raise concerns about a registered professional's conduct with the General Medical Council or the Nursing and Midwifery Council.

Complaints about your data

If your complaint concerns how we have handled your personal information, we acknowledge it within 3 working days. If you are not satisfied with our response, you can refer it to the Information Commissioner's Office at ico.org.uk.

The Livewell Syndicate Ltd is registered with the Information Commissioner's Office, registration number ZB061995.