Making a complaint

Feedback or complaints

We are serious about your health and we are passionate about the care we deliver to you.

BMI prides itself on the standard of its service, staff and facilities. However, we do know that sometimes things do not go as planned and on those occasions we would like to hear from you. We believe that how we manage your feedback says a lot about us:

  • We will always thank you for bringing those issues to our attention.
  • We will always investigate thoroughly and let you know what we found.
  • We will always learn the lessons and make sure those lessons are known by all our colleagues.

To start the process, please email us at [email protected] and mark the email title for the attention of the Executive Director at the hospital you visited e.g. ‘FAO: Executive Director – BMI hospital name’. Please include a summary of your concerns and your preferred contact details so we can contact you to discuss this further.

Our customer experience team will log your concerns and ensure the Executive Director is given all the information they need to start their investigation. The Executive Director will aim to complete this and get back to you within 20 working days. There may be occasions where the investigation requires more than 20 working days to complete. In cases such as this, the Executive Director will write to you to inform you of this.

Thank you for choosing BMI Healthcare.