Last updated: 5 October 2026
We want to get things right, and when we don’t, we want to hear about it. Telling us helps us put it right for you and improve the service for everyone.
How to make a complaint
- By email: [email protected], with “Complaint” in the subject line.
- By post: Manova Health Limited, Business First, Northlight Parade, Brierfield, Nelson, BB9 5EG.
If someone is complaining on your behalf, we will need your consent before we discuss your care with them.
What to include
- Your full name and contact details
- What happened, and when
- The names of anyone involved, if you know them
- What you would like us to do
What happens next
- We acknowledge it within 3 working days.
- We investigate, which may include reviewing your records and speaking with the clinicians or team members involved.
- We respond in writing within 20 working days. If it will take longer, we will tell you why and keep you updated.
If you’re not satisfied
If you’re unhappy with our response, reply to it and a senior member of the team who was not involved will review your complaint. If you’re still not satisfied, you can contact:
- General Medical Council (GMC) or General Pharmaceutical Council (GPhC), if your concern is about an individual clinician’s fitness to practise: gmc-uk.org · pharmacyregulation.org
- Care Quality Commission (CQC), to share your experience of our service. The CQC cannot investigate individual complaints, but uses feedback to decide when to inspect: cqc.org.uk
- Information Commissioner’s Office (ICO), if your complaint is about how we handle your personal data: ico.org.uk
We are not currently a member of an independent complaints adjudication scheme. You can also take your complaint to the courts.
Your feedback matters
We treat every complaint seriously and use what we learn to improve. Thank you for helping us do better.