Complaints Policy

We aim to provide excellent care, but if something goes wrong we want to know, and we treat every complaint seriously and without it affecting your ongoing care.

How to complain

Please raise any concern with Dr Hristova directly, by email to drdani@drdanimenopausecare.co.uk or in writing to Dr Dani Menopause Care, The Open Practice, Jameson House, Lutyens Close, Basingstoke RG24 8AG. Where possible, please tell us within 6 months of the event so we can investigate properly.

What we will do

Acknowledge your complaint within 3 working days.

Investigate and provide a full written response within 20 working days; if the investigation takes longer, we will tell you why and keep you updated.

Explain what we found, apologise where things went wrong, and tell you what we will change as a result.

Where a complaint relates to services delivered at The Open Practice premises, we will also notify The Open Practice in line with our agreement with them, and cooperate with any review they undertake.

If you remain dissatisfied

Concerns about the premises or regulated activities can be raised with The Open Practice and with the Care Quality Commission (cqc.org.uk). The Open Practice Limited is the CQC-registered provider for the location, registered for the regulated activity of treatment of disease, disorder or injury.

Concerns about a doctor’s professional conduct can be raised with the General Medical Council (gmc-uk.org).

Concerns about how we have handled your personal information can be raised with the Information Commissioner’s Office (ico.org.uk).