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Complaints

If something about your experience with Nelford wasn’t right, we want to hear about it. Here’s how to raise a complaint and what happens next.

Process details require final approval

The sequence below is the complaints-page structure, not a final complaints policy. Timeframes, responsibilities and escalation wording will be approved before launch.

  1. Tell us what happened

    Email contact@nelfordclinic.co.uk with a brief, non-clinical description of your concern and how we can contact you. Do not include detailed health information in the initial email.

  2. Acknowledgement standard

    The approved complaints procedure will state the acknowledgement timeframe and who is responsible for handling the complaint.

  3. Review process

    The approved procedure will explain how complaints are reviewed and how any clinical information needed later is requested securely.

  4. Response and escalation

    The approved procedure will explain the response format, target timeframe and any applicable external escalation route.

How to complain

Email contact@nelfordclinic.co.uk with your concern. Please don’t include detailed health information in your initial message - we’ll ask for anything further we need securely.

If you’re not satisfied with our response

Where a complaint cannot be resolved directly with Nelford, there may be an external body you can escalate to. Nelford’s regulatory status is not yet confirmed (a CQC written clarification has been submitted and a response is pending), so the specific external escalation route is not yet finalised. This section will be completed and approved before public launch.