Concerns and Complaints Policy

BCRM strives to provide exceptional healthcare and patient experience for all its patients/service users. We recognise that there are occasions where this aim is not met, and people feel dissatisfied and/or have complaints or concerns about the care, treatment, or service they have received from BCRM.

BCRM wants to hear when patients are unhappy, so we have the opportunity to review processes and resolve any issues. BCRM would like patients to feel assured that their complaint or concern will be dealt with in an open and supportive manner, and they will not be treated differently as a result of raising a complaint. BCRM wants to demonstrate how we learn from complaints & concerns, to make changes.

If you would like to raise a concerns, please discuss this with any member of team who will be happy to assist you. If they are unable to assist you, they will escalate your concerns to a member of staff who will be able to help.

If you would like to raise a formal complaint, please email Please provide as much detail as possible regarding your complaint *. Please include your name and date of birth to ensure we can identify you on our patient record system.

We will acknowledge your complaint within three working days. Your complaint will be investigated by the Quality Manager and or a nominated Investigating officer who is a member of the clinical team. Once the investigation is complete, we will respond in writing or invite you for a consultation with a BCRM Director to discuss the findings.

Please note the complaint process including investigation and response will take up to 35 working days. On occasion this may be exceeded if the complaint is complex however an update will be provided as applicable.

If you are not satisfied with our response, you have a further 35 days in which to challenge our findings. If we do not hear from you within this timeframe, we will consider the complaint resolved.

If you are not satisfied with the response, you can escalate your complaint to the Medical Director via the inbox

*The time limit for initiating a complaint is 6 months from the date of occurrence, or 6 months from when you became aware of the cause for complaint, provided this is no more than 12 months after the event