Complaints Policy
Last updated: October 2026
We want every patient to be happy with their care. If you are not, please tell us so we can put things right. Making a complaint will never affect your care or your access to any of our services.
This policy covers all Urban Health Care services, dental and medical, and the partner services we oversee under our CQC registration: Origin TRT, Origin HRT, Origin Bloods, CANN-ABI, Nexus ABI and Nexus Health.
How to make a complaint
You can complain in whichever way suits you:
- In person: speak to any member of our team at the clinic.
- By phone: call 020 8686 7401.
- By email: write to our Complaints Manager, Timothy Liggins (Registered Manager), at rm@urbanhealthcare.co.uk, or to info@urbanhealthcare.co.uk.
- By post: Complaints Manager, Urban Health Care, 301–305 High Street, Croydon, CR0 1QL.
If you contact one of our partner services directly, they will pass your complaint to our Complaints Manager the same working day. If you would like help to put your complaint in writing, or need this information in another format such as large print or another language, please ask any member of our team.
You can also leave a comment or complaint anonymously in the suggestion box in our waiting area. We log and act on every one, but we cannot reply to anonymous complaints.
Complaining on someone else’s behalf
You can complain on behalf of a patient. We need the patient’s consent before we share their information with you. If the patient cannot make that decision, we will ask for evidence of your authority, such as a Lasting Power of Attorney for health and welfare or a deputyship order, or decide what to share in the patient’s best interests. We will still investigate the complaint, even if we cannot share the details with you.
What happens next
| Step | When | What happens |
|---|---|---|
| 1. Acknowledgement | Within 2 working days | We acknowledge your complaint in writing, and tell you who is handling it and when to expect a response. |
| 2. Investigation & Response | Within 10 working days | We send you a full written response: what we found, an apology if something went wrong, and what we are changing. |
| 3. Updates (if delayed) | Before the 10 working days end, then at least every 10 working days | If we need longer, we tell you why, give you a new date and keep you updated. |
We are happy to meet you, or speak to you by phone, at any stage.
Your complaint is investigated by someone who was not involved in the care you are complaining about. A complaint about our Complaints Manager or our Medical Director is handled by an independent external reviewer.
If your complaint raises a concern about safety, we also investigate it as an incident. If something has gone wrong with your care that caused you harm, we will tell you, apologise and explain what we are doing about it (our Duty of Candour).
If you are not satisfied with our response
| Type of care | What you can do |
|---|---|
| Private dental care | Contact the Dental Complaints Service on 020 8253 0800 or at info@dentalcomplaints.org.uk. If you are concerned about a dental professional’s fitness to practise, you can contact the General Dental Council at www.gdc-uk.org. |
| Medical care, including Origin, CANN-ABI, Nexus ABI and Nexus Health | Ask for a second-stage review within 3 months of our response. It is carried out by someone with no involvement in your care and no role in the service concerned, normally an external peer reviewer, who will send you a final written response within 20 working days. |
| Any service | Share your experience with the Care Quality Commission on 03000 616161 or at www.cqc.org.uk. The CQC does not resolve individual complaints, but uses what you tell it to inform its inspections. |
Urban Health Care does not subscribe to the Independent Sector Complaints Adjudication Service (ISCAS). The second-stage review is the final stage of our own procedure and does not affect any other legal rights you have.
Complaints about Dispensed
Dispensed (Plantmed Clinic UK Ltd) has a registered location at our premises but has been responsible for its own care since February 2026, so it is not covered by this policy. If you send us a complaint about Dispensed, we will pass it to them the same working day and let you know we have done so.
Confidentiality and records
We keep complaint records securely and separately from your clinical record, and only the people handling your complaint can see them. We only note a complaint in your clinical record if it contains clinical information needed for your care. Confidentiality is set aside only where the law or professional duty requires it, for example to protect someone from harm (see our Privacy Policy).
We keep complaint records for 10 years after the complaint is closed.
How we learn from complaints
Our Clinical Governance Committee reviews every complaint each quarter, looks for themes across all our services, and records the changes we make. We discuss complaints and feedback with our team, and every six months we publish a “You said, we did” summary in our waiting area and on our website.
Contact
Complaints Manager: Timothy Liggins, Registered Manager
Urban Health Care (SJLD Ltd), 301–305 High Street, Croydon, CR0 1QL
020 8686 7401 · rm@urbanhealthcare.co.uk