Complaints Policy

Last updated: 13 June 2026

1. Our Commitment

At Zayf Medical, we are committed to providing safe, professional and patient-centred healthcare.

We welcome feedback and recognise that there may be occasions when patients are dissatisfied with an aspect of the service they have received. We take all complaints seriously and aim to investigate concerns fairly, promptly and openly.

We view complaints as an opportunity to learn, improve and maintain the highest standards of patient care.

2. Scope

This policy applies to all services provided by Zayf Medical.

Where services are delivered under the clinical governance and CQC registration of ThanksDoc, complaints will be managed in conjunction with ThanksDoc in accordance with their policies and procedures.

3. What Is a Complaint?

A complaint is any expression of dissatisfaction regarding:

  • Clinical care or treatment

  • Communication

  • Customer service

  • Administrative processes

  • Fees or charges

  • Any other aspect of the service provided

Raising a complaint will not affect your future care.

4. How to Make a Complaint

Complaints can be made verbally or in writing.

We encourage patients to raise concerns as soon as possible so that they can be investigated effectively.

Complaints may be submitted to:

Telephone: 01922 662950

Post: Zayf Medical, 55 Darlaston Road, Walsall, WS2 9QT

ThanksDoc Email: complaints@thanksdoc.co.uk

5. Information to Include

To help us investigate your concerns, please provide:

  • Your full name and contact details

  • The date of the consultation or service

  • A description of your concern

  • Any relevant supporting information

  • The outcome you are seeking

6. Acknowledgement and Investigation

We will acknowledge receipt of your complaint within three working days.

A thorough investigation will then be undertaken, which may include:

  • Review of medical records and documentation

  • Discussion with the clinicians or staff involved

  • Review of relevant policies and procedures

  • Consideration of any additional information provided

All complaints are handled confidentially and in accordance with data protection legislation.

7. Response Times

We aim to provide a full written response within 20 working days.

Where an investigation is likely to take longer, we will keep you informed of progress and provide an updated timeframe.

8. Outcomes

Following investigation, we will provide a written response outlining:

  • The issues raised

  • Our findings

  • Any actions taken or proposed

  • Any lessons learned or service improvements identified

9. Confidentiality

All complaints are handled confidentially and in accordance with applicable data protection legislation.

Information will only be shared with individuals directly involved in investigating and resolving the complaint.

10. Policy Review

This policy will be reviewed annually or sooner if required by changes in legislation, professional guidance or service delivery.