How to make a complaint

At tapGP, we value open communication and feedback from our patients. We understand that there may be times when you may have concerns or complaints about our services. We encourage you to share your feedback with us so that we can address any issues and continually improve the care we provide. Making a complaint is a straightforward process, and we are here to support you every step of the way.

How to Make a Complaint

  1. Written Complaints: We encourage patients to submit their complaints in writing whenever possible. This helps us ensure that all relevant details are included and allows for a comprehensive review of your concerns. You can send your written to
  2. Verbal Complaints: If you prefer to make a complaint verbally, we are available to listen to your concerns over the phone. Please contact our Patient Support Team at 0333 733 4040.
  3. Complaint Details: When making a complaint, please provide us with as much information as possible. This includes the date and time of the incident, the individuals involved (if applicable), and a detailed description of the issue you are facing. The more specific you can be, the better we can understand and address your concerns.

Confidentiality and Non-Discrimination

Rest assured that all complaints received at tapGP are treated with the utmost confidentiality. Your privacy is of the utmost importance to us, and we handle all information related to your complaint in accordance with applicable data protection laws.

We want to emphasise that making a complaint will not result in any form of discrimination or negative impact on your care, treatment, or support. Our commitment is to ensure that your concerns are heard and resolved in a fair and unbiased manner.

What Happens Next

Once we receive your complaint, our dedicated team will initiate an investigation promptly. We will carefully review all the information provided and may need to gather additional details if necessary. Our goal is to conduct a thorough and fair assessment of your concerns.

Throughout the investigation process, we will maintain open lines of communication with you. We will keep you informed of the progress and provide updates on the steps being taken to address your complaint. Our aim is to resolve complaints within a reasonable timeframe while ensuring a comprehensive and satisfactory resolution.

If, at any point, you have questions or require assistance, our staff is available to provide guidance and support. We want to make sure that you feel heard and that your concerns are addressed to your satisfaction.

Escalating Your Complaint

If, after receiving our response, you remain dissatisfied with the outcome or how your complaint was handled, you have the option to escalate your complaint. You can seek assistance from the Independent Complaints Advocacy Service (ISCAS), an external organisation that provides support and guidance to individuals making complaints about their healthcare experiences. ISCAS can offer independent advice and help you navigate the complaint resolution process.

Contacting ISCAS:

Independent Complaints Advocacy Service (ISCAS) Website:, Phone: 020 7536 6091, Email:

We are committed to continuously improving our services and appreciate your feedback. Your insights help us enhance the quality of care we provide to all our patients.

Please note that for urgent medical concerns, it is important to contact the appropriate healthcare professional or emergency services immediately.