Complaints,
Concerns
and Feedback
We are committed to providing safe, high-quality care — and to listening when things go wrong
We regularly collect feedback from our patients. We use Doctify, which is an independent service. After your consultation you will be sent a text messaging inviting you for feedback on the service you have received. This feedback allows us to continually monitor the care we provide and see where we can improve.
We also complete a patient survey once a year – the results of this will be displayed both on our website and in our clinic.
If you have concerns about the service that you have received, we ask that you first reach out to our team directly. You can email us at concerns@zenvitehealth.com or telephone us at 0330 043 5003.
Initial Stage of a Formal Complaint
You may make a formal complaint in writing to the address below:
Get Real Health Limited
3000 Aviator Way
Wythenshawe
Manchester
M22 5TG
zenvité is the trading name of Get Real Health Limited. We will acknowledge receipt of your letter within 2 working days. We will then investigate your complaint thoroughly and reply to you with the outcome within 40 working days.
If the investigation is still in progress at that time a letter explaining the reason for the delay will be sent and a full response will be sent within 5 working days of a conclusion being reached.
Next Stage
If you are not satisfied with the subsequent reply from our team, you have the option to seek Dispute Resolution via CEDR (Centre for Effective Dispute Resolution). This stage is only available to complainants who remain dissatisfied once the first stages of the complaint is exhausted.
You can read more about CEDR here: https://www.cedr.com/consumer/private-healthcare-mediation/overview/
You can also initiate your complaint via: https://www.cedr.com/consumer/private-healthcare-mediation/overview/
CEDR can also be contacted on (0)20 7536 6000
Further Escalation
If you have followed our complaints procedure and remain dissatisfied with how this was handled, you can contact:
Care Quality Commission
Using their online form: https://www.cqc.org.uk/contact-us/report-concern/report-concern-if-you-are-member-public
By post:
Finsbury Tower
103–105 Bunhill Row
London
EC1Y 8TG
Healthcare Inspectorate Wales
Using their online form: https://www.hiw.org.uk/provide-feedback-about-healthcare-service
By post:
Healthcare Inspectorate Wales
Welsh Government
Rhydycar Business Park
Merthyr Tydfil
CF48 1UZ
By phone: 0300 062 8163
4.97 out of 5 — from 176 verified patients.
View all reviews on Doctify →Find our private clinic in North Wales
Postal Address
Get Real Health Limited
3000 Aviator Way
Wythenshawe, Manchester
M22 5TG
Clinic Address
23 Ffordd Richard Davies
St. Asaph Business Park
St. Asaph, LL17 0LJ
Concerns Email
Your experience matters to us — every time
Whether you'd like to share a compliment, raise a concern, or make a formal complaint — we're listening.