Legal
Complaints Procedure
Version 2.2 · Issued June 2026 · Next review June 2027
AtWell Private GP & Health Clinic (operated by MRL Health Ltd t/a AtWell) is committed to providing an excellent standard of care and service. However, we recognise that occasionally things may not go as well as expected. If this happens, we want to know about it so we can put things right, learn from what went wrong, and improve our service for everyone.
We treat all complaints seriously, fairly, and confidentially, in line with Regulation 16 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. Making a complaint will not affect the quality of your care or your relationship with the clinic.
Who to contact
Our complaints process is overseen by named individuals who take personal responsibility for handling your concerns:
- Complaints Handler: Mrs Lilli Hennell, Practice Manager
- Complaints Decision-Maker / Registered Manager: Dr Matthew Perkins
Complaint forms
You can complain in writing using one of our forms below. Download, complete, and return it by email or post using the contact details further down this page.
Patient Complaints Form
Our standard form (CO-1) for making a written complaint or authorising someone to complain on your behalf.
Large Print Complaints Form
The same CO-1 form in a larger, easier-to-read layout for anyone who finds standard print difficult.
EasyRead Complaints Guide
A simple, picture-supported version explaining how to complain — designed to be easy to follow.
Need a different format? Audio, Braille, translated copies, interpreter and British Sign Language support are also available on request — all free of charge. Please contact our Practice Manager and we will arrange the support you need before any meetings or written responses.
Our three-tier complaints pathway
All complaints at AtWell follow a structured three-tier pathway. You are free to access any tier, but we encourage you to start at Tier 1 so we have the opportunity to put things right. You may contact an external regulator (Tier 3) at any time regarding safety or professional conduct concerns.
Tier 1 — Raise it with the practice
Speak to us informally
Many concerns can be resolved quickly and informally. If you are unhappy about any aspect of your experience, we encourage you to speak directly with a member of our team at the time, or as soon as possible afterwards — your clinician, our reception team, or our Practice Manager, Mrs Lilli Hennell. In many cases we can address the issue straight away.
Make a formal complaint
If your concern has not been resolved informally, or if you would prefer to raise the matter formally from the outset, you can submit a complaint verbally, in writing, or using one of our forms above. We ask that complaints are normally made within 12 months of the event, or within 12 months of becoming aware of the issue. The Practice Manager may investigate outside this period where it would have been unreasonable to raise the matter sooner and effective investigation remains practicable.
Please include the following information to help us investigate:
- Your full name and contact details
- The date(s) of the event(s) you are complaining about
- A clear description of your concern
- The names of any staff members involved (if known)
- What outcome you are hoping for
You can submit a complaint by:
- Email: hello@wellclinics.co.uk (please mark it clearly as “Complaint” in the subject line)
- Post: Mrs Lilli Hennell, Practice Manager, AtWell, 164 Station Road, Balsall Common, CV7 7FD
If you would like to complain on behalf of someone else, we will need their written consent (using Form CO-1 above), unless they lack the capacity to provide it or the complaint is made on behalf of someone who has died, in which case a person with sufficient interest may complain. We will verify identity and authority before providing a substantive response.
What happens next
- Acknowledgement within 3 working days — confirming who is handling your complaint and what will happen next.
- A full written response within 20 working days — extendable to a maximum of 6 months, only with your written agreement, for complex cases needing extensive investigation. We will keep you updated if more time is needed.
- A meeting offered at any stage — with the Practice Manager and/or Registered Manager if you would find it helpful.
Your complaint will be investigated thoroughly, fairly, and impartially by a senior member of the team who was not directly involved in the matter. Our response will summarise the complaint, explain what we found, offer an apology where we have fallen short, set out any actions we are taking to prevent a recurrence, and tell you what to do if you remain dissatisfied.
Tier 2 — ISCAS independent adjudication
If you are not satisfied with the outcome of our internal (Tier 1) process, you may refer your complaint to the Independent Sector Complaints Adjudication Service (ISCAS) — the recognised independent adjudication body for private healthcare complaints in the UK. Referral is free to you, and every Tier 1 written response we send will include ISCAS contact details.
Website: iscas.cedr.com
AtWell is committed to joining ISCAS as an independent private healthcare provider; our subscription will be confirmed on CQC registration.
Please note: The Parliamentary and Health Service Ombudsman (PHSO) covers NHS-commissioned care only and does not apply to private healthcare. For complaints about AtWell’s services, the correct independent adjudication route is ISCAS.
Tier 3 — External regulators
You may contact external regulators at any time, regardless of the stage of our internal process — we will never discourage you from doing so. While these bodies do not generally resolve individual complaints or award compensation, they use the information to inform their regulatory work.
- Care Quality Commission (CQC) — safety and quality of care: 03000 616161 · cqc.org.uk/contact-us
- General Medical Council (GMC) — concerns about a doctor: 0161 923 6602 · gmc-uk.org/concerns
- Health and Care Professions Council (HCPC) — physiotherapists and allied health professionals: 0300 500 6184 · hcpc-uk.org
- Nursing and Midwifery Council (NMC) — nurses and midwives: 020 7637 7181 · nmc.org.uk
Data protection complaints
If your complaint relates to how we have handled your personal data, you may contact the Information Commissioner’s Office (ICO) at ico.org.uk or 0303 123 1113. Please also see our Privacy Policy for further details.
Support with making a complaint
We understand that making a complaint can sometimes feel daunting. You are welcome to have a friend, family member, carer, or advocate support you. If you need help putting your complaint in writing, or require an easy-read form, large print, an interpreter, or British Sign Language support, please let us know — we will arrange this at no cost to you.
Learning from complaints
We regard every complaint as an opportunity to improve. All complaints are logged in our Complaints Register, reviewed for trends, and discussed at our Clinical Governance Meeting. Where a complaint identifies a systemic issue, we take concrete action to change our processes. We produce an annual complaints report as part of our governance and CQC quality assurance framework. Where a complaint involves a notifiable safety incident, our Duty of Candour responsibilities under Regulation 20 apply in parallel.
Contact us
If you would like to discuss a concern before making a formal complaint, or if you have any questions about this procedure, please contact:
Mrs Lilli Hennell, Practice Manager
AtWell Private GP & Health Clinic (MRL Health Ltd)
164 Station Road, Balsall Common, CV7 7FD
Email: hello@wellclinics.co.uk
Telephone: 01676 545111