Complaints and feedback

We welcome feedback. If something has gone wrong, we want to hear about it and put it right.

How to make a complaint

You can contact us by:

Phone: contact your clinician directly, or ask for the Registered Manager
Email: complaints@blip.org.uk
Letter: to our registered office (address available on request)
Complaint form: see below

Our complaints procedure

Stage 1: Informal

Contact your clinician or the Registered Manager to raise your concern informally. We will respond within 3 working days.

Stage 2: Formal written complaint

Write to the Registered Manager at complaints@blip.org.uk. We will acknowledge your complaint within 3 working days and provide a full written response within 20 working days. If a longer investigation is needed, we will keep you informed of progress throughout.

Stage 3: External escalation

If you remain unsatisfied after our Stage 2 response, you can escalate to an external body (see below).

Named contact for complaints

Vivien Beni, RMN

Clinical Lead and Registered Manager

complaints@blip.org.uk

If you are not satisfied with our response

If we have been unable to resolve your complaint, you can contact one of the following bodies:

Care Quality Commission (CQC)

CQC National Customer Service Centre, Citygate, Gallowgate, Newcastle upon Tyne NE1 4PA. Phone 03000 616161. Web cqc.org.uk. The CQC does not investigate individual complaints but uses information received to inform its regulation of providers.

Parliamentary and Health Service Ombudsman

For unresolved complaints about NHS-funded care. Phone 0345 015 4033. Web ombudsman.org.uk.

Independent Sector Complaints Adjudication Service (ISCAS)

For unresolved complaints about private healthcare where Blip is a member. Web iscas.cedr.com.

Information Commissioner's Office (ICO)

For complaints about how we handle your personal data. Phone 0303 123 1113. Web ico.org.uk.

Accessibility

Complaints can be made by phone, email, letter, or in person. Easy-read or translated formats are available on request. Please contact complaints@blip.org.uk to request an alternative format.

Confidentiality and no detriment

Making a complaint will not affect your care. Your complaint will be kept confidential and shared only with those who need to investigate it. We treat all complainants with respect, and we expect the same in return.

Children and young people

A young person can make a complaint themselves. Where a parent or carer complains on behalf of a young person, we will check, where age-appropriate, that the young person is aware and has had the opportunity to contribute their views.

What we do with complaints

All complaints are logged and reviewed at our monthly clinical governance meeting. Themes and learning are reported to the board quarterly. We use complaints to improve our service.

Submit a complaint

You can also use the form below. Alternatively, email complaints@blip.org.uk directly.

Last reviewed: 7 May 2026

Policy review cycle: annually

Blip Healthcare Ltd, trading as blip. Registered Manager: Vivien Beni, RMN. Privacy policy.