Our complaint process and what to expect

At Nuffield Health, we’re continuing to build a healthier nation by aiming to provide the best possible service. If you need to raise a concern or make a formal complaint regarding one of our gyms, a health assessment, or Cognitive Behavioural Therapy – please follow the steps below, so we can put things right. We regularly review all your feedback to improve your experience with us.

How we handle your complaint

This is the initial stage of the complaints process, which might not need a formal response. The local site will handle your complaint and aim to resolve the issue within two working days.

• STAGE 1

  Stage 1 - Formal Local Resolution

  If you feel your concerns are not resolved, a further investigation will be carried out by a senior member of the on-site management team. Once their investigation has been concluded, you'll receive a full formal written response.