Middlesbrough Sleep ClinicIf something about Middlesbrough Sleep Clinic hasn’t been right, email complaints@middlesbroughsleep.co.uk and we’ll acknowledge it within 2 working days.
We would rather hear about a problem than have you put up with it. Raising a concern will never count against you, with us or with the pharmacy we work with.
Complaints are overseen by the Managing Director of Resolve Health Group Ltd.
Who we are
Middlesbrough Sleep Clinic is operated by Resolve Health Group Ltd (company number 16988460, registered office 4th Floor, Silverstream House, 45 Fitzroy Street, Fitzrovia, London, England, W1T 6EB). We run this website, write the sleep guides and provide the online sleep assessment.
We are not a pharmacy and we do not prescribe or dispense medicines. We provide no clinical care ourselves, so we are not registered with the Care Quality Commission. If you go on to a consultation or treatment, that is provided by our pharmacy partner, The Independent Pharmacy (GPhC registration 9012559). Their clinicians review your consultation, make any prescribing decision, and dispense and deliver your medicine.
You can check their registration yourself on the GPhC register.
Some of our pages point you to other providers, such as a home sleep test or a blood test. Those services are run by the provider you book with.
We may receive a fee from The Independent Pharmacy when someone we refer starts treatment. That has no bearing on how we handle a complaint, including a complaint about them.
Who to contact
The quickest route depends on what went wrong.
| Your concern is about | Contact | Why |
|---|---|---|
| This website, our guides, the sleep assessment or its result | Us: complaints@middlesbroughsleep.co.uk | We built and run them |
| Emails or messages from us, or how we use your data | Us: complaints@middlesbroughsleep.co.uk | We are responsible for both |
| Your consultation, a prescribing decision, your order, delivery, a refund or your medicine | The Independent Pharmacy: support@theindependentpharmacy.co.uk | They hold your consultation and order records. We cannot see them |
| A sleep test or blood test booked with another provider | That provider’s own complaints team | They hold your booking and results |
Not sure where your concern belongs? Send it to us. We will tell you who needs to look at it and, with your permission, pass it on and check that you get an answer.
How to raise a concern with us
Email complaints@middlesbroughsleep.co.uk. Most things can be sorted out quickly and informally this way.
If you want it treated as a formal complaint, say so in your email. It helps if you include:
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your name and how you would like us to reply
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what happened and roughly when
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the page or assessment it relates to
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what you would like us to do to put it right
Please do not send more medical detail than we need to understand the problem.
If you think something in our guides is inaccurate or out of date, tell us which page. We will have it checked by a qualified clinical reviewer and correct it if needed.
Our editorial policy explains how our guides are written and checked, and you can see who reviews them.
What happens next
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We acknowledge your complaint within 2 working days.
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Someone who can deal with it properly looks into what happened.
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We send you a full response within 10 working days. It will say what we found and what we are doing about it.
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If we need longer, for example because another organisation is involved, we tell you why and update you at least every 10 working days.
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You will have a final response within 8 weeks at the latest.
If your complaint needs to go to The Independent Pharmacy, they will investigate it under their own complaints procedure and reply to you directly.
Medical concerns and medicines
This page is not the place for urgent medical help. In an emergency call 999 or go to A&E. For urgent advice that is not an emergency, contact NHS 111 or your GP.
Our sleep assessment is an automated questionnaire. It is not a diagnosis and no clinician at Middlesbrough Sleep Clinic reviews your answers. If you are worried about a symptom, speak to your GP or pharmacist.
If you have a side effect, or a concern about the quality of a medicine supplied by The Independent Pharmacy, contact them straight away. As the registered pharmacy, they are responsible for investigating clinical, prescribing and medicine complaints. You can also report a suspected side effect yourself through the MHRA Yellow Card scheme at yellowcard.mhra.gov.uk.
If you are not happy with our response
Ask us to look again. A senior member of our team who did not handle your original complaint will review it and reply within 10 working days.
If you are still unhappy, you can take it further:
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Pharmacy services, prescribing or medicines: the General Pharmaceutical Council, pharmacyregulation.org, which regulates The Independent Pharmacy.
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How your personal data has been handled: the Information Commissioner’s Office, ico.org.uk.
Complaining for someone else
You can raise a concern on behalf of another person. We will need their permission before we discuss anything personal with you.
Accessibility
If you need this page or our replies in another format, such as large print or easy read, tell us when you get in touch and we will make reasonable adjustments.
Your privacy
We use the details in your complaint only to investigate it, respond to you and improve what we do. We share them with The Independent Pharmacy, another provider or a regulator only where that is needed to resolve your complaint, or where the law requires it.
Middlesbrough Sleep Clinic and The Independent Pharmacy are each responsible for the personal data they hold. Our Privacy Policy explains your rights and how long we keep records.
Unwanted marketing
Use the unsubscribe link in any email from us, or email complaints@middlesbroughsleep.co.uk and we will remove you.
General feedback
You do not need a complaint to get in touch. If a guide was unclear or the assessment missed something, tell us at complaints@middlesbroughsleep.co.uk. We read everything, and we log the themes so the same problem does not happen twice.