Our complaint process and what to expect
Your complete satisfaction is very important to us.
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
Stage 0
Informal Local Resolution
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.
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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.
Thank you for contacting us
Your complaint will be responded to within two working days.
FOR GYMS
To submit a hospital, medical centre, and physio complaint, please click here.
Customer Relations Team
Nuffield Health Customer Relations team
Epsom Gateway
Ashley Avenue
Epsom
Surrey
KT18 5AL
Email: customer.relations@nuffieldhealth.com
At Nuffield Health, the safety and wellbeing of children, young people and adults is our highest priority. We are committed to maintaining robust safeguarding standards and ask all clients, patients, members, and team members to share in this responsibility. If you have a safeguarding concern, please email safeguarding@nuffieldhealth.com.
Please note: whenever possible, please provide proof of interaction when escalating via the address above.