Last Updated: 4 March 2026
Private GP London Direct LTD is committed to providing a helpful and professional service when assisting individuals in arranging private GP appointments. If you are unhappy with any aspect of the service we provide, we welcome your feedback and will do our best to resolve the matter promptly and fairly.
This Complaints Procedure explains how complaints relating to the services provided by Private GP London Direct LTD are handled.
If you have any questions about this procedure, you can contact us using the details below.
Telephone: 020 3051 7294
Email: info@privategplondondirect.co.uk
Address: 85 Tottenham Court Road, London W1T 4TQ
Our Role
Private GP London Direct LTD operates as a booking facilitation service that helps individuals locate and arrange appointments with independent private GP clinics.
We do not provide medical consultations, diagnosis, or treatment. Healthcare services are delivered directly by independent clinics and healthcare professionals.
Because of this, the way complaints are handled will depend on the nature of the issue.
Complaints About Our Booking Service
If your complaint relates to the service provided by Private GP London Direct LTD, such as:
• Communication issues
• Delays in responding to enquiries
• Problems arranging an appointment
• Incorrect information provided about our booking service
You can submit a complaint directly to us.
We aim to acknowledge complaints promptly and investigate the issue fairly.
Complaints About Medical Treatment
If your complaint relates to medical advice, diagnosis, treatment, or the quality of healthcare received, you should contact the clinic or healthcare professional who provided the consultation.
Independent clinics are responsible for:
• Clinical care and medical decisions
• Maintaining medical records
• Patient safety and treatment standards
Each clinic will have its own complaints procedure that explains how concerns about medical care can be raised.
How to Submit a Complaint
You can submit a complaint to Private GP London Direct LTD using the following contact details:
Telephone: 020 3051 7294
Email: info@privategplondondirect.co.uk
Address: 85 Tottenham Court Road, London W1T 4TQ
When submitting a complaint, it is helpful if you provide:
• Your name and contact details
• A description of the issue
• The date the issue occurred
• Any relevant information about your booking enquiry
How We Handle Complaints
Once we receive your complaint, we aim to follow these steps:
Acknowledgement
We will acknowledge your complaint as soon as reasonably possible.
Investigation
We will review the issue and gather any relevant information relating to your enquiry or booking.
Response
We aim to provide a clear response explaining our findings and, where appropriate, the steps we will take to address the issue.
Response Times
We aim to respond to complaints as quickly as possible. In most cases, we will aim to provide a response within 14 days, although more complex issues may take longer to investigate.
Escalating a Complaint
If your complaint relates to medical treatment and you are not satisfied with the clinic’s response, you may wish to raise the matter with the relevant regulatory body.
For example, doctors practising in the UK are regulated by the General Medical Council, and healthcare services in England may be regulated by the Care Quality Commission.
These organisations provide guidance on how concerns about healthcare services may be raised.
Improving Our Services
We treat complaints seriously and use feedback to improve the services we provide. Your feedback helps us identify areas where our booking process or customer support can be improved.
Changes to This Complaints Procedure
We may update this Complaints Procedure from time to time to reflect changes in our services or best practice.
The most recent version will always be available on this page along with the date of the latest update.