At Bright Futures Health we aim to provide every family with an outstanding clinical experience. We recognise, however, that things can sometimes fall short of expectations. When that happens, we want to hear from you — your feedback helps us improve.

This page explains how to raise a complaint, what you can expect from us, and what further steps are available if you remain dissatisfied.

How to raise a complaint

Complaints can be made in writing, by email, or by telephone. We ask that complaints are raised as promptly as possible — ideally within 12 months of the event — to allow us to investigate fully and effectively.

Please include your name, contact details, the name of the child concerned, the date(s) of the relevant appointment(s), and a clear description of your concern. The more detail you can provide, the more thoroughly we can investigate.

Our complaints process

• Acknowledgement — within 3 working days We will acknowledge receipt of your complaint in writing and confirm the name of the person handling your case.
• Investigation Mrs Underwood will review your complaint, speak with the relevant clinician(s), and gather any supporting records. We may contact you during this stage if we need clarification.
• Written response — within 20 working days We will send you a full written response setting out our findings, any actions we are taking, and an apology where one is appropriate. If the investigation requires more time, we will contact you to explain why and give a revised timescale.
• Resolution meeting If you would find it helpful, we are happy to arrange a face-to-face or telephone meeting to discuss our response before it is finalised.

All complaints are handled confidentially. Making a complaint will never affect the care your child receives from us.

If you remain dissatisfied

If you are not satisfied with our response, several independent routes are available to you.

Professional regulatory bodies

All clinicians at Bright Futures Health are registered with the General Medical Council and are Fellows or Members of the Royal College of Paediatrics and Child Health. If your concern relates to a clinician's professional conduct or fitness to practise, you may contact these bodies directly.