If something goes wrong

Stage one: tell us

Email info@northwest-health.co.uk or write to the Registered Manager at 3–4 Dollywaggon Way, Bamber Bridge, Preston PR5 6EW. We acknowledge complaints within three working days and aim to give a full written response within twenty working days. If it will take longer, we tell you why.

Stage two: internal review

If you are not satisfied, ask for the complaint to be reviewed by a director not involved in your care. We respond within twenty working days.

Stage three: independent adjudication

If you remain unhappy, you can refer the complaint to the Independent Sector Complaints Adjudication Service (ISCAS), the independent adjudicator for private healthcare, within six months of our final response. ISCAS adjudication is binding on us.

Other routes

The Care Quality Commission does not investigate individual complaints, but it wants to know about concerns and you can contact it at any time. Concerns about a doctor's fitness to practise can be raised with the General Medical Council. Complaints about the conduct of a scan itself may also be raised with the imaging provider, and we will help you do that.