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How to Complain

How to Complain

Medvivo takes great pride in the quality of services we deliver. However we recognise that occasionally things do not go according to plan.

We value your comments and would like to hear from you when things go wrong - and right! Your feedback gives us an opportunity to review how we do things and to look at what we can do to make improvements.

How do I make a complaint?

In the first instance we would encourage you to discuss your complaint with a member of staff at the time so that immediate action can be taken to address your concern.

If you prefer not to raise your complaint with the staff involved in your care, please get in touch with us by either calling 0800 6444 200, emailing or writing to the following address: 

For the attention of the Quality Team
Medvivo Group Ltd.
Fox Talbot House
Greenways Business Park
SN15 1BN

Please note: Our usual process is to provide complainants with a full response regarding their concerns within 25 working days. Due to a declared ongoing critical internal incident (since 4th August 2022), which is impacting our IT clinical systems, the investigation process will be delayed and it may be sometime before we are able to provide complainants with investigation outcomes. Please be reassured that all complaints will continue to be given the attention they deserve and any initial learning/improvements will be identified and implemented. When we are in a position to investigate the matter fully, we will do so and inform complainants of any further findings, should they wish to receive them. We thank our patients and their representatives for bearing with us whilst the critical incident is being resolved.

Read more about how you can help us continue to develop and improve our services in our Comments, Complaints and Compliments Information leaflet, tailored for each area we cover:

Additional Help and Support

Patient Advice and Liaison Service (PALS):

PALS can help if you need to turn to someone for help or advice about the care provided, please call PALS in confidence. If you need help with your complaint, please see the information below which applies Bath and North East Somerset, Swindon and Wiltshire areas:

Advocacy Services:

Local, free and independent advocacy services, however they may be restricted by funding:


The independent national champion for people who use health and social care services. Visit

Your local Healthwatch is there to listen to what you like about services and what you think could be improved:

The Parliamentary & Health Service Ombudsman

If you are not satisfied with the way in which we have dealt with your complaint, you have the right to request an independent review. The review is carried out by the Parliamentary and Health Service Ombudsman (PHSO) as they are a body independent of both the Government and the NHS.

Read about how PHSO decide whether to investigate: "How we look into complaints"

Address: Millbank Tower, Millbank, London, SW1P 4QP
Helpline: 0345 015 4033. Online:

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