The Migraine Clinic

Complaints Policy

We aim to give every patient safe, good care. If we fall short, we want to hear about it, so we can put it right and learn from it.

Adopted and effective as of 24 September 2026.

1. Who this policy is for

This policy applies to everyone who receives care or a service from The Migraine Clinic Ltd (TMC), and to anyone raising a concern on their behalf. A complaint is any expression of dissatisfaction with our care, our staff, our service or a decision we made.

2. How to raise a complaint

You can raise a complaint in writing or by speaking to us:

  • by email to info@migraine.org;
  • by post to The Migraine Clinic Ltd, 65 London Wall, London EC2M 5TU;
  • by telling your clinician or any member of our team, who will record it and pass it on.

Please give your name, your date of birth and a short description of what happened. You may discuss it with your clinician first, but you do not have to.

A question or complaint about a payment can be sent to the same email address.

3. What happens next

  • We acknowledge your complaint within 3 working days.
  • We look into what happened, and may suggest a call to understand your concern and agree the next steps together.
  • We aim to send you our findings, and what we have done about them, within 20 working days. If we need longer, we tell you why and when you can expect our answer.
  • A complaint about patient safety or safeguarding is escalated straight away.
  • If a complaint is about something outside our care, such as the pharmacy that supplies your medication, we tell you and explain where to take it.

We use what we learn from complaints to improve our care.

4. If you are not satisfied

If our answer does not resolve your complaint, tell us. A senior member of our team who was not involved in the first review will look at it again and send you a final response.

5. Other organisations

You can also share your experience with:

  • the Care Quality Commission (CQC), which regulates health care in England. The CQC does not resolve individual complaints, but uses what you tell it to decide what to inspect;
  • the General Medical Council (GMC), if you have a concern about a doctor's fitness to practise.

6. Complaining on behalf of someone else

You may complain on behalf of a patient. Because we have a duty of confidentiality, we need the patient's consent before we discuss their care with you. The patient can give consent by email or letter, naming you and your contact details and confirming that we may discuss their care and the complaint with you. We also accept spoken consent once we have verified the patient's identity, and we record it. Without consent, we may be limited in what we can share.

7. Confidentiality and fairness

Every complaint is handled with respect and in confidence, and is reviewed fairly. Making a complaint never affects your care or your access to our services. Complaint records are kept separately from your medical record.

8. Review of this policy

We review this policy regularly. It is published on our website and is available free of charge on request.