Pause and Co Healthcare

Feedback & complaints

Our complaints procedure

We take every concern seriously. If something about your care at Pause and Co Healthcare has not met your expectations, we want to hear from you — quickly, respectfully and in confidence. Making a complaint will never affect the care you receive from us.

Last updated: 9 July 2026

A calm, welcoming private clinic space with a clipboard and pen on a desk

Pause and Co Healthcare Limited is committed to delivering safe, respectful, evidence-based care in line with GMC Good Medical Practice. Feedback — positive or otherwise — is one of the most valuable ways we improve the service we provide to our patients.

1. Who this procedure applies to

This procedure applies to any patient (or their representative, with the patient's consent) who is unhappy with any aspect of the services provided by Pause and Co Healthcare Limited, including consultations, communication, administration, prescribing, or the conduct of any member of our team.

2. How to raise a concern with us

We would always prefer to try to resolve concerns informally in the first instance — often a quick conversation or email can put things right. If that is not possible, or you would rather make a formal complaint, please contact us using any of the following:

To help us investigate quickly and thoroughly, please include:

  • Your full name and date of birth (to identify your record).
  • The best way to contact you and when.
  • The date and type of appointment (or event) your concern relates to.
  • A clear description of what happened and what outcome you are looking for.
A woman writing feedback at a bright desk near a window
Complaints can be raised by email, telephone or letter — whichever is easiest for you.

3. Timescales — what happens next

  • Within 3 working days we will acknowledge your complaint in writing (usually by email) and confirm who will be handling it.
  • Within 20 working days Dr Nadira Awal, our Registered Manager, will complete a full investigation and provide a written response setting out our findings, any actions taken and any lessons learned.
  • If we need more time — for example, if we need to speak to a third party such as a pharmacy or an independent HCP — we will let you know why and give you a revised timescale, keeping you updated throughout.

4. How we handle your information

Any personal information you share as part of a complaint is handled in line with our Privacy Policy and UK GDPR. We only share the details of your complaint with the people who need to see them in order to investigate and respond, and your medical record clearly separates complaint correspondence from clinical notes.

5. Anonymous feedback

You are welcome to give feedback anonymously — for example via Doctify or Google reviews. Please note that if you would like an individual response or an investigation of a specific incident, we need to be able to identify you and your record.

6. If you are not satisfied with our response

If a dispute cannot be resolved through our Complaint Handling Policy, or you are unhappy with the outcome, you may refer your concern to the relevant independent regulator:

  • General Medical Council (GMC) — for concerns about a doctor's fitness to practise: gmc-uk.org.
  • Nursing & Midwifery Council (NMC) — for concerns about a nurse or midwife: nmc.org.uk.
  • General Pharmaceutical Council (GPhC) — for concerns about a pharmacist or pharmacy: pharmacyregulation.org.
  • Independent Sector Complaints Adjudication Service (ISCAS) — for independent adjudication of unresolved private-healthcare complaints: iscas.cedr.com.
  • Information Commissioner's Office (ICO) — for concerns about how your personal or medical data has been handled: ico.org.uk.

7. Our commitment to you

  • We will listen respectfully and without judgement.
  • We will investigate fairly and thoroughly.
  • We will be honest about what did and did not go well.
  • Where we have got something wrong, we will apologise and put it right.
  • We will use what we learn to improve the care we provide to future patients.
  • Raising a concern will never affect the care you receive from us.

8. About us

Pause and Co Healthcare Limited is a company registered in England and Wales (company number 13251987). Registered office: International House, 126 Colmore Row, Birmingham B3 3AP. Our services are provided in line with GMC Good Medical Practice. See our Terms & Conditions and Privacy Policy for more information.