Complaints Policy

Version 1.0. This Policy was last updated on 16th January 2026

At Lemala Health, we are committed to providing safe, high-quality, and compassionate care. We welcome feedback and take complaints seriously, as they help us learn, improve, and maintain high standards.

We aim to handle all complaints fairly, transparently, and in a timely manner, ensuring that anyone raising a concern feels listened to and respected.

How to Make a Complaint

If you are unhappy with any aspect of your care or experience with Lemala Health, you are encouraged to raise this as soon as possible.

Concerns may sometimes be resolved informally. However, if you wish to make a formal complaint, please contact our Complaints Lead by email: complaints@lemalahealth.co.uk

When making a complaint, please include:

•    Your name and contact details

•    A clear description of your concern or complaint

•    The date(s) and nature of the issue

•    The name of the clinician or service involved (if known)

Support will be offered to anyone who needs help raising a complaint, including assistance with communication or access needs.

What Happens Next

•    We will acknowledge your complaint within three working days of receipt.

•    Your complaint will be reviewed by the Complaints Lead or an appropriate senior clinician.

•    A written response will usually be provided within 28 calendar days.

•    If further time is required, we will keep you informed and explain the reason for any delay.

All complaints are handled confidentially and in accordance with our data protection obligations.

If You Remain Dissatisfied

If you are not satisfied with the outcome of your complaint after it has been fully investigated, you may request that it is escalated for independent review via the MedSU Complaints Management Framework.

Escalated complaints may be referred to MedSU at: resolutions@medsu.org

MedSU will appoint an independent investigator, notify all parties involved, and set out the next steps and timescales for the review.

External Regulatory Bodies

You may also raise concerns with the following organisations:

•    Care Quality Commission (CQC): The CQC regulates independent healthcare services in England and uses feedback as part of its regulatory oversight.

•    General Medical Council (GMC): If your complaint relates to a doctor’s professional conduct or fitness to practise, you may contact the GMC directly.

Our Commitment to You

•    Making a complaint will not affect your current or future care at Lemala Health.

•    All feedback is treated with respect and professionalism.

•    Learning from complaints and feedback forms part of our ongoing commitment to quality improvement.