We are committed to delivering a high quality service. However, there may be times when your expectations are not met. For our full complaints policy, please contact the practice at [email protected] requesting policy GQQ03. In summary, all comments and complaints are taken seriously. Complaints can be submitted by one of the following methods:

• In person – You can submit a complaint in person to the Practice Manager, Commercial Director or Clinical Director
• In writing by email – Please email [email protected] with subject “Complaint”
• In writing by mail – Please send to “Dr Sarah Thompson, Complaints, Butterfield Clinic, 158 Oxford Road, Oxford, OX4 2LA”

Your communication should include:

• Who or what has caused you concern
• Where or when the event took place
• What action, if any, has already been taken
• What action you hope your complaint will achieve

We aim to acknowledge your complaint within 5 working days, and respond to complaints within 14 working days.

For complaints related to medical management by an individual healthcare professional, the individual practitioner will respond within 7 days, and will consult with their professional insurance company before producing a full response. Butterfield Clinic only uses fully qualified healthcare professionals; we have systems in place to review and audit our team.