Complaints Procedure

Our Promise

Dr Cassie & Associates takes every complaint seriously. We see complaints as a chance to improve and to repair trust where it has been damaged. You will be treated with respect, your concerns will be acknowledged promptly, and we will work with you to reach a fair resolution.

How to Make a Complaint

If you are unhappy with any aspect of the service you have received, please let us know in one of the following ways:

• By email: enquiries@drcassie.co.uk (please mark your email "Formal Complaint")
• By post: Practice Manager, Dr Cassie & Associates, The Stables 3, Howbery Park, Wallingford, Oxfordshire, OX10 8BA
• In person: Speak to any member of our team during your visit and ask to speak with the Practice Manager

What to Include

To help us investigate your complaint thoroughly and respond as quickly as possible, please include:

• Your name and contact details
• The name of the patient (if different from you)
• The date(s) of the appointment(s) involved
• A clear description of what happened and why you are unhappy
• What outcome you are hoping for

Our Response Timeline

1. Within 3 working days: We will acknowledge your complaint in writing and tell you who will be investigating it.
2. Within 20 working days: You will receive a full written response, including the outcome of any investigation and what we propose to do.
3. If we need more time to investigate complex issues, we will let you know and keep you updated.

What If You're Still Unhappy?

If you are not satisfied with our response, you can refer your complaint to the relevant external body:

• Care Quality Commission (CQC) — for concerns about the quality and safety of care: www.cqc.org.uk
• Independent Sector Complaints Adjudication Service (ISCAS) — for an independent review of our handling of your complaint: www.iscas.org.uk
• General Medical Council (GMC) — for concerns about an individual doctor: www.gmc-uk.org