Last reviewed March 2026 — LetterSure editorial team
Unhappy with private medical care? You have the right to complain formally — and private providers are regulated and must take your complaint seriously. Here is how to write a letter that gets results.
All regulated private healthcare providers in the UK must have a formal complaints procedure. The Care Quality Commission regulates private hospitals, clinics, and other providers and sets standards they must meet. You have the right to complain about any aspect of your private care — treatment, diagnosis, communication, billing, or how a previous complaint was handled.
Unlike NHS complaints, private healthcare complaints also have a contractual dimension — you paid for a service and have consumer rights in addition to your rights as a patient. This gives you additional grounds to seek a remedy including a refund for services not delivered as agreed.
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Generate my complaint letter — £6.99Poor standard of treatment
Treatment was below the standard you reasonably expected or was not carried out with reasonable care and skill.
Misdiagnosis or delayed diagnosis
A condition was missed, misdiagnosed, or diagnosed significantly later than it should have been.
Poor communication
You were not properly informed about your diagnosis, treatment options, or risks.
Billing disputes
You were charged more than agreed, charged for services not provided, or not given a clear breakdown of costs.
Cancelled or delayed appointments
Appointments were cancelled at short notice or significantly delayed without adequate explanation.
Poor aftercare
Follow-up care was inadequate or you were not given proper guidance after a procedure.
Your name, address and patient reference
Include your full details and any patient or booking reference number.
The date and location of treatment
Be specific about when and where you received the care you are complaining about.
A clear description of what went wrong
Stick to facts — what happened, when, and who was involved.
How it has affected you
Explain the impact on your health, wellbeing, or finances.
What you want as an outcome
An apology, a refund, remedial treatment, or a full explanation.
A deadline
Give them 20 working days to respond before you escalate.
If the provider does not resolve your complaint satisfactorily, you can escalate to the Independent Sector Complaints Adjudication Service if the provider is a member. ISCAS is a free, independent service that can require providers to apologise, take remedial action, and pay compensation.
You can also raise concerns with the Care Quality Commission, which regulates private healthcare providers in England. For billing disputes, your consumer rights under the Consumer Rights Act 2015 also apply — you can raise a chargeback with your bank or credit card provider if you paid by card.
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How do I complain about private healthcare?
Write a formal complaint letter to the provider's complaints manager. All regulated private healthcare providers must have a complaints procedure. If not resolved, escalate to ISCAS or raise concerns with the Care Quality Commission.
Can I complain to the CQC about private healthcare?
Yes. The CQC regulates both NHS and private healthcare providers in England. They do not investigate individual complaints but use concerns to inform regulatory work and inspections.
What is ISCAS?
The Independent Sector Complaints Adjudication Service is a free, independent complaints service for private healthcare. They can require providers to apologise, take remedial action, and pay compensation if the provider is a member.
Can I get compensation from a private healthcare provider?
Yes. ISCAS can recommend compensation for poor complaint handling. For clinical negligence you would need a specialist solicitor. For billing disputes your consumer rights also apply.
How long does a private provider have to respond?
Most aim to acknowledge within 3 working days and respond fully within 20 working days. If they do not respond within a reasonable time you can escalate to ISCAS.
This guide is for general information only. LetterSure letters are personal correspondence drafts and do not constitute legal advice. For legal matters consult a qualified solicitor at solicitors.lawsociety.org.uk.