Comments, suggestions and complaints
We want to hear from you. If there is anything we can help with, anything you would like to share, or anything you think we could do better, please tell us.
Most of what we improve at Eden Clinic comes from something a patient told us. That includes things that went well, things that did not, and small suggestions that are easy to miss from the inside.
Tell us something
You do not need a formal complaint to get in touch. To pass on a comment, a suggestion or a thank you to a member of the team, use either route below and we will make sure it reaches the right person.
support@edenclinic.co.uk
Phone
0333 335 6414, Monday to Friday, clinic hours.
By email
By phone
By Post
Eden Clinic
23 Mayflower Street
Plymouth
PL1 1QJ
Making a complaint
If you are unhappy with any aspect of our service, please tell us as soon as you can. We follow an in-house complaints procedure in line with Regulation 16 of the Health and Social Care Act 2008. You can ask us for a copy of our full complaints policy at any time.
We investigate. Your complaint is reviewed properly, by someone able to look into it.
You receive a written response within ten working days. It will include a summary of your complaint, what we found, our conclusions, and any changes we are making as a result. If we need longer, we will tell you why and when to expect it.
✅ Investigation – Your complaint will be thoroughly reviewed.
✅ Response – We will provide a formal written response within 10 working days. If more time is needed, we will update you.
We acknowledge it. We confirm we have received your complaint within three working days.
We investigate. Your complaint is reviewed properly, by someone able to look into it.
You receive a written response within ten working days. It will include a summary of your complaint, what we found, our conclusions, and any changes we are making as a result. If we need longer, we will tell you why and when to expect it.
✅ Investigation – Your complaint will be thoroughly reviewed.
✅ Response – We will provide a formal written response within 10 working days. If more time is needed, we will update you.
We investigate. Your complaint is reviewed properly, by someone able to look into it.
We investigate. Your complaint is reviewed properly, by someone able to look into it.
You receive a written response within ten working days. It will include a summary of your complaint, what we found, our conclusions, and any changes we are making as a result. If we need longer, we will tell you why and when to expect it.
✅ Investigation – Your complaint will be thoroughly reviewed.
✅ Response – We will provide a formal written response within 10 working days. If more time is needed, we will update you.
If you're unhappy with our resolution, you can escalate your complaint to the following organisations:
Care Quality Commission (CQC) (Regulatory Body)
📍 Address: CQC National Customer Service Centre, Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA
📧 Email: enquiries@cqc.org.uk
📞 Call: 03000 616161
🌍 Website: www.cqc.org.uk
General Medical Council (GMC) (For Medical Fitness to Practice Concerns)
📍 Address: General Medical Council, 3 Hardman Street, Manchester, M3 3AW
📧 Email: gmc@gmc-uk.org
📞 Call: 0161 923 6602
🌍 Website: www.gmc-uk.org
Our Promise to You
We take every complaint seriously and aim to resolve it promptly. Your feedback is how we improve. Mistakes are an opportunity to do better, and we handle every concern with care and professionalism.