1. Purpose
cha2GP Ltd is committed to providing a safe, accessible, and high-quality remote GP service. We recognise that things can sometimes go wrong and believe that every complaint is an opportunity to learn and improve.
This policy sets out how cha2GP Ltd handles complaints from patients, service users, and their representatives, ensuring all concerns are dealt with promptly, fairly, and transparently.
2. Scope
This policy applies to:
• All complaints received about the cha2GP service
• All staff and contractors acting on behalf of cha2GP Ltd
• Complaints submitted verbally, in writing, or via digital channels
This policy does not cover complaints that are more appropriately handled by your registered NHS GP surgery. Where a complaint relates to clinical care delivered by a GP practice, we will signpost you accordingly.
3. What Is a Complaint?
A complaint is any expression of dissatisfaction - whether verbal or written - about the service provided by cha2GP Ltd, including:
• Delays in routing or receiving a response to a message
• Technical issues with the cha2GP platform
• The conduct or communication of cha2GP staff or contractors
• Data handling or privacy concerns
• Any other aspect of the service that did not meet your expectations
Requests for information, service queries, or clinical disagreements with GP advice are not complaints under this policy, although we will always try to help.
4. How to Make a Complaint
We want to make it as easy as possible to raise a concern. Complaints may be submitted by:
📧 Email info@cha2gp.co.uk
📝 In writing Complaints Manager, cha2GP Ltd, 42-44, Regal Business Centre, Slough, SL11EL
📞 Telephone +443300430519 - Monday to Friday, 9am–5pm
If you require support to make a complaint - for example, due to language, disability, or other needs - please let us know and we will arrange appropriate assistance.
5. Complaint Handling Process
All complaints are handled in accordance with the following stages, aligned with NHS and good practice complaint-handling principles:
6. Timescales
Complaints must be submitted within 12 months of the event that caused concern, or within 12 months of becoming aware that grounds for complaint exist.
Where a complaint is received outside this timeframe, we will consider whether it is still reasonably practicable to investigate and notify you of our decision.
7. Confidentiality
All complaints are treated in strict confidence in accordance with cha2GP Ltd’s Privacy Policy and applicable data protection legislation, including the UK GDPR. Personal data collected as part of the complaints process will be used only for handling your complaint and improving our service.
Where a complaint relates to a third party, we may be limited in the detail we can share with you.
8. If You Are Not Satisfied
If you are not satisfied with the outcome of your complaint, you may:
• Request an internal review by a senior member of the cha2GP Ltd management team
• If not resolved internally and not satisfied, we will escalate this to ISCAS (Independent Sector Complaints Adjudication Service-please see click on link https://iscas.cedr.com/patients/complaints-process/
• Refer your complaint to the Information Commissioner’s Office (ICO) for data protection concerns: ico.org.uk
9. Responsibilities
The Complaints Manager is responsible for the day-to-day operation of this policy and reports to the Clinical Governance Lead. All cha2GP staff are required to:
• Direct complaints promptly to the Complaints Manager
• Cooperate fully with any investigation
• Treat complainants with dignity, respect, and without prejudice
• Never take retaliatory action against anyone who raises a complaint
10. Monitoring and Review
This policy will be reviewed annually by the Clinical Governance Lead, or sooner if required by changes in legislation, regulation, or organisational structure.
Complaint data - including volumes, themes, response times, and outcomes - will be reported quarterly to senior management and used to drive continuous service improvement.