Concerns and Complaints

Concerns and Complaints

Our team take great effort and care to ensure that your experience with AccessDoctor is safe and pleasant. If you have any concerns or any reason to complain we are keen to listen and do our utmost to resolve any issues.


How To Raise a Concern

To raise a concern that you have, please contact a member of our customer care team and we will try our best to resolve your concern as quickly as possible. You contact us via:



If we’re unable to resolve your concern, or you’re unhappy with our response, we can register your concern as a complaint.


How To Make a Complaint

To make an official complaint you should contact the Customer Support management team. You can do this in any of the following ways:

  • Phone: 020 7538 4139 (9am-5pm Monday till Friday)
  • Email: [email protected]
  • Post: Complaints Manager, Unit 1, 223 East India Dock Road, Poplar, London E14 0ED

We take complaints very seriously, and aim to deal with issues promptly and in a caring and sensitive way. If we make a mistake, we learn from it and make sure it will not happen again.


You can rest assured, we treat you any differently as a result of you making a complaint. All our complaints records are kept confidentially and separately from your treatment file.

In your complaint, you should include how you’d like us to respond back to you. We can send you an email to your account email address, a letter to your home address or call you.

We guarantee the security of all messages sent through your online account. However, if you would prefer us to respond using a different method, such as post, make sure you’re comfortable with the security of such communication.

We will do everything possible to address and resolve any complaints we have received. Please note if a complaint is raised more than 6 months after the transaction, these are difficult for us to resolve.


What To Expect From Us

We’ll let you know we’ve received your complaint within 5 working days. Your complaint will then be given to the most appropriate Customer Support manager to investigate.

Once the investigation is complete the Customer Support manager will send you a full response within 30 working days. If your case requires more time, they will update you on the investigation’s progress and propose a new deadline for their response.

If you’re unhappy with the investigation or response, let the Customer Support manager dealing with your complaint know and it will be passed to a member of the senior management team. You’re welcome to do this at any time, but we cannot guarantee that we’ll be able to resolve the complaint if it’s more than 6 months after your initial response from AccessDoctor.

Once the senior management team member has been given your complaint, they’ll let you know they’ve received it within 5 working days, and send an official response within 30 working days. You’ll receive a full response or an update on the investigation’s progress with a new proposed deadline of response.


Complaining on Behalf of Someone Else

In order to complain on behalf of someone else, you’ll need the patient’s written consent. This is because all of our patients’ medical records are entirely confidential.

The patient will need to send a signed letter (via post or as a scanned document attached to an email) that confirms their consent for the complaint to be investigated. We’ll match the signature on the letter to that on the copy of the patient’s ID held by us.


Taking Your Complaint Further

If you still feel that we’ve been unable to resolve your complaint then we’ll invite you to contact the Independent Sector Complaints Adjudication Service (ISCAS).


You can contact them in the following ways:

Phone: 020 7536 6091

Email: [email protected]

Post: ISCAS, 70 Fleet Street, London EC4Y 1EU


AccessDoctor will ensure that all documentation is made available to ISCAS once we have your permission to do so.

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