Making A Complaint

At Juniper, we want every patient to feel supported, respected, and listened to. If you are unhappy with any part of your care, treatment, or experience with us, please let us know. Complaints help us learn and improve our service.

What counts as a complaint?

A complaint is any expression of dissatisfaction about:

  • The care or service you received
  • The way we communicated with you
  • The behaviour of our staff
  • Any other aspect of our service

Who can make a complaint?

  • Patients using our service
  • A family member, carer, or friend (with your consent)
  • An advocate or representative on your behalf

How to make a complaint?

You can make a complaint in the following ways:

  • By email – hello@myjuniper.co.uk‍
  • By letter – write to our Registered Manager at: 

    Juniper

    Fill Function UK Limited

    Fifth Floor

    City Cloisters East 

    196 Old Street 

    London 

    EC1V 9FR

We ask that complaints are normally raised within 12 months of the issue.

What happens next?

  • We will acknowledge your complaint within 3 working days
  • We will carry out a thorough investigation
  • You will receive a full written response within 20 working days (or we will update you if it takes longer)
  • We will explain what we found, what we have done, and what steps you can take if you are not satisfied
  • We will always handle your concerns fairly, with compassion, and in confidence.

Serious concerns

If your complaint involves serious issues such as safeguarding, abuse, or potential negligence, we will take immediate action and involve the appropriate authorities where required. We will always meet our duty of candour obligations in being open and honest.

If you are not satisfied

If you remain unhappy after our response, you can escalate your complaint to an independent regulator:

  • Care Quality Commission (CQC) - for complaints about our service (except the dispensing of medicines)
  • Give feedback online | Email: enquiries@cqc.org.uk | Tel: 03000 616161
  • General Pharmaceutical Council (GPhC) – for complaints about pharmacists or the dispensing and supply of medication from our registered pharmacy Reporting concerns‍
  • General Medical Council (GMC) – for complaints about doctors Concerns about a doctor‍
  • Nursing and Midwifery Council (NMC) – for complaints about nurses Concerns about a nurse or midwife

Our promise

We will:

  • Take your concerns seriously
  • Keep you informed throughout the process
  • Protect you from discrimination or unfair treatment for raising a complaint
  • Use feedback to improve our services for all patients

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