At Dokta, we are committed to providing the highest standard of care.

Dokta is a trading name of AIS Health Ltd, a UK healthcare provider registered with the Care Quality Commission (CQC).

We recognise that sometimes things may not go as expected.

If you are unhappy with any aspect of the service you have received, we encourage you to tell us.

We take all complaints seriously and view them as an opportunity to learn and improve.

Your feedback helps us maintain safe, effective, and patient-centred care.

How to Make a Complaint

You can make a complaint by completing the complaints form (see below) or by emailing:

complaints@dokta.co.uk

Please provide as much detail as possible, including:

• The dates and times of the events
• The names of staff involved, if known
• A clear description of your concern
• The outcome you are seeking

If you are making a complaint on behalf of another person, we will require their written consent before proceeding.

What Happens Next

Once we receive your complaint:

• We will acknowledge it within 3 working days
• A senior member of the team will review the matter
• A fair, thorough, and proportionate investigation will be carried out
• We aim to provide a full response within 10 working days
• If additional time is required, we will keep you informed

All complaints are handled confidentially and in accordance with CQC Regulation 16 and relevant guidance.

Escalation

If you are not satisfied with our response, you have the right to escalate your complaint.

You may contact the Care Quality Commission for independent advice:

Care Quality Commission (CQC)
Website: www.cqc.org.uk

You may also refer your complaint to the Parliamentary and Health Service Ombudsman once our internal process is complete.

Parliamentary and Health Service Ombudsman
Website: www.ombudsman.org.uk

Our Commitment

We are committed to responding to complaints openly, honestly, and without prejudice.

Making a complaint will not affect your current or future care.

Thank you for helping us maintain a high standard of care.

The Dokta Team