Complaints and concerns
Last updated: 13 September 2026.
If something about our service has not been right, we want to know. Telling us is the quickest way to get it put right, and it helps us do better for the next person. This page explains how to raise a concern, who deals with it, and how long it takes.
How to raise a concern
You can tell us in whichever way is easiest for you:
- In person, at your appointment or afterwards.
- By email to hello@elevatelifestylemedicine.co.uk.
- In writing to Elevate Lifestyle Medicine Ltd, 54 Pembroke Road, Salisbury, SP2 9DQ.
Please tell us what happened, when, and what you would like us to do about it. If you would rather speak to a particular nurse, say so and we will arrange it.
Who deals with it
Our complaints lead is Elaine Sherlock. If your concern is about Elaine, Kate McCarthy will handle it instead. If it is about both of us, we will say so plainly: there is no one else inside a two-person clinic to review it, and the outside routes below are open to you.
What happens next
- We will acknowledge your complaint within 5 working days and tell you who is looking into it.
- We will look at what happened, speak to anyone involved, and check our records.
- We aim to give you a full written reply within 20 working days. It will cover each point you raised, what we found, what we will change, and an apology where one is due. If it will take longer, we will tell you why and when to expect it.
- We will offer to meet you, in person or by phone, if that would help.
Raising a concern will never affect the care you receive from us.
Young people, parents and carers
A young person can raise a concern themselves. A parent or carer can raise one on their behalf. Where the young person is old enough to understand, we will involve them in how it is looked into and what we say in reply, in the same way we involve them in their care, and we will ask them before we share anything from their sessions with the person who raised it. Our confidentiality and safeguarding page explains how we handle what young people tell us.
If we cannot put it right
You can contact these organisations at any time. You do not have to wait for our reply, though it usually helps to give us the chance to put things right first.
- About a nurse's professional conduct or practice: the Nursing and Midwifery Council (NMC), which regulates nurses in the UK. nmc.org.uk/concerns-nurses-midwives. The NMC deals with concerns about fitness to practise; it does not settle service complaints or refunds.
- About how we have handled your personal information: the Information Commissioner's Office (ICO). ico.org.uk/make-a-complaint, or 0303 123 1113.
- About a payment or refund: our terms of service set out what you are entitled to. If we cannot agree, Citizens Advice can tell you your options: 0808 223 1133.
What we record
We keep a record of every complaint, what we found and what we changed, separately from your health record. We treat it with the same confidentiality as everything else you tell us, and we keep it for 10 years after the complaint is closed, as our privacy notice sets out.
If you need help now
This page is for concerns about our service. We are not an emergency service. If you or someone else is in immediate danger, call 999. For urgent medical advice call NHS 111.