Something not right with your care?
Tell us

We want to hear from you, good or bad. Your feedback helps us improve, and raising a concern will never affect your care.

For urgent medical help call 999, or 111 for advice.

Email feedback@doccla.com or call Doccla Support on 0808 178 6228.

To help us help you, please include:

• your name and how you’d like us to contact you
• your Doccla ID, if you have one
• what happened, when, and who was involved
• what you’d like us to do to put it right
• if you’re writing for someone else, your relationship to them and confirmation that you have their permission

What happens next:

• We’ll get back to you within 3 working days to confirm who’s handling it.
• We’ll look into what happened and talk to the people involved.
• You’ll get a full written reply within 25 working days. If we need longer, we’ll tell you why.

Please get in touch within 12 months of what happened. We can still help after that if there’s a good reason for the delay.

If your care is funded by the NHS, you can complain to the hospital or integrated care board (ICB) that arranged it instead. We’ll work with them so you get one reply.

Not happy with our reply? Ask to meet our Chief Medical Officer. If you’re still unhappy, the Parliamentary and Health Service Ombudsman can review your complaint free of charge: ombudsman.org.uk, 0345 015 4033.

Need help? Your local council’s NHS complaints advocacy service, Healthwatch or Citizens Advice can support you.

Prefer to write? Doccla UK Limited, 184 Shepherds Bush Road, London W6 7NL. Ask us for a prepaid envelope.

About your data? If your complaint is about how we’ve used your personal information, see doccla.com/legal-and-policies/data-protection-complaints or email dpo@doccla.com.

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