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If something goes wrong

Making a complaint .

If we've let you down, we want to know. Here's how to tell us, what we'll do, and how to escalate if our response isn't enough.

Last updated: 2026-05

How to complain

Most concerns are quickest resolved by emailing info@thegenderhormoneclinic.com with a clear description of what happened, when, and what you'd like us to do. If you prefer phone, call 07427 926686.

To help us investigate efficiently, please include:

  • Your full registered name and date of birth
  • The date(s) of the incident or interaction
  • The name of the staff member involved (if known)
  • What happened, in your own words
  • What outcome you're looking for

What happens next

Our admin team will acknowledge your complaint within 3 working days. The complaint is then reviewed by our practice manager, lead clinician, or both, depending on whether it's a clinical, administrative, or service-experience issue.

We aim to provide a substantive response within 20 working days. If the investigation needs longer (e.g., it involves external parties or detailed clinical review), we'll keep you updated on progress.

Our written response will:

  • Set out what we've looked into
  • Explain what we found
  • Apologise where we got something wrong
  • Describe any changes we're making to prevent recurrence
  • Tell you how to escalate if you remain unsatisfied

Escalating beyond GHC

If you've worked through our complaint process and are not satisfied with our response, you can escalate.

Care Quality Commission (CQC)

The CQC regulates GHC. They cannot investigate individual complaints, but they accept information about service quality and use it to inform inspections.

Independent Sector Complaints Adjudication Service (ISCAS)

For unresolved complaints, you can request independent adjudication via ISCAS, the recognised body for complaint review in private healthcare.

Information Commissioner's Office (ICO)

For data-protection complaints specifically (e.g., concerns about how your personal information has been handled), you can contact the ICO.

Reporting transphobia or discrimination

If your complaint is about discriminatory treatment, please tell us in writing. We log every report, take it seriously, and where the issue concerns our staff we follow internal HR processes. We can't discipline external healthcare staff (e.g., a GP or another clinic), but we can:

  • Provide a clinical letter for you to use in escalating with the relevant provider
  • Help you switch to a more supportive provider
  • Direct you to organisations that can help: see our support resources page for legal-help and advocacy contacts

What we won't do

Filing a complaint will never affect the standard of care you receive, or your access to our service. You will not be discharged or de-prioritised because you complained.