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Complaints & feedback

Information about how to give feedback is available at all clinics, in the Complaints and Feedback Policy leaflet and below. We will do everything we can to resolve your concerns or complaints and rectify mistakes. 

We value your feedback

We learn from the experiences of the people we care for and use their feedback to develop and improve our service. You can discuss your care with a senior member of clinic staff or the clinic manager at any time

If you prefer you could contact BPAS’ Client Engagement Manager by:

Telephone 0345 365 5050 or
Email clientservices@bpas.org

BPAS’ Client Engagement Manager can answer all your questions about our complaints and feedback process

All clients are asked to complete a client satisfaction survey form immediately after treatment – the results can be seen here 

Formal complaints

These are made in writing, and the letter must contain the client's signature. If a client asks someone to write to us on their behalf, the client must sign the letter too. Complaints will be considered for treatments within the last 8 years.

Send written complaints to:

BPAS Client Engagement Manager,
20 Timothy's Bridge Road,
Stratford Enterprise Park,
Stratford on Avon CV37 9BF

If you make a complaint, we investigate the circumstances thoroughly and report back to you in detail.

View the BPAS complaints and feedback leaflet

 

BPAS Complaints Process

Complaints process

 

If your treatment is funded by the NHS you could send your formal complaint to them instead or as well as your BPAS complaint. clientservices@bpas.org can supply details of your local NHS (or Healthwatch) contact.

You can also contact the Care Quality Commission (CQC); this independent organisation is responsible for licensing BPAS and overseeing the way we work. For more information about the Care Quality Commission see www.cqc.org.uk