At The Grafton Suite, we are committed to complete patient satisfaction. If something isn’t quite right, we encourage you to let us know so we can put it right. Your feedback is reviewed regularly and helps us improve our service.

How We Handle Your Complaint

1. Informal Local Resolution

• This is the first stage and may not require a formal written response.
• The local site will handle your concern directly and aim to resolve it within 14 working days.

2. Formal Local Resolution

• If your concerns remain unresolved, a senior member of our on-site management team will carry out a full investigation.
• Once completed, you will receive a formal written response.

3. Formal Escalation

• If you are not satisfied with the formal resolution, you may escalate your complaint to the Patient Advice and Liaison Service (PALS).
• More information is available at: NHS England – Feedback and complaints.

4. External Resolution

• If you remain dissatisfied after the above steps, you can take your complaint to the Parliamentary and Health Service Ombudsman (PHSO).
• More information is available at: PHSO – Complain to us.