Governance

Complaints procedure

If something has gone wrong, we want to know, and we want to put it right. This page says how to complain, what happens next, and where to go if you are not satisfied with our answer.

Raising a concern

Most issues are resolved quickly with the person concerned, often at the time they arise, and that is a good first step. If that is not possible, or you would rather not, you can make a formal complaint. Please do so as soon as you can, ideally within a few days, with as much detail as you can give, because that helps us establish what happened. We ask that complaints reach us within 12 months of the event, or within 12 months of your becoming aware of it; where there was good reason for the delay and it is still possible to investigate, we will still consider it.

How to complain

You can complain in person, by telephone, by email or in writing, whichever suits you. Email complaints@gpdq.co.uk, call 0203 805 1781 between 8am and 6pm, Monday to Friday, or write to the Customer Complaints Team, GPDQ Limited, 727-729 High Road, London N12 0BP. If you have hearing or speech difficulties, you can use Relay UK on your smartphone or textphone. If you need help to make a complaint, or need it in another language or format, tell us and we will arrange it.

You can ask someone to complain for you. If the complaint concerns someone else's care, we need that person's written consent before we can discuss their care, or evidence that you have the legal authority to act for them where they cannot consent themselves, and we protect their confidentiality throughout.

What happens next

We acknowledge every complaint within 3 working days and aim to respond in full within 10 working days. If the investigation takes longer, we tell you within 10 working days and give you a projected date. Where an investigation is still open after 20 working days, we write to you to explain why, and you receive our formal reply within 5 working days of a conclusion being reached.

Complaints are investigated confidentially and impartially by someone not involved in the matter complained about. Where the investigation finds that something went wrong, we take the action needed to put it right for you and to stop it happening again, and our response tells you what that action is. Making a complaint will never affect the care or service you receive from us.

We record every complaint and review what we receive, how many and about what, so that we learn from them. Themes are reported to our clinical governance meeting and to the board.

If you are a client organisation

A complaint about the service we provide to your organisation can be raised with your GPDQ account lead at any time, and the dispute procedure in your client agreement applies to it. You can also use this procedure, and we handle it in the same way and to the same timescales.

If you are not satisfied with our response

You can ask us to review the response, and you can take your complaint to an independent body. Which one depends on who commissioned the service, and our final response tells you the route that applies to yours.

If the care was commissioned by the NHS, you can contact the Parliamentary and Health Service Ombudsman at Millbank Tower, 30 Millbank, London SW1P 4QP, telephone 0345 015 4033, www.ombudsman.org.uk. If it was commissioned by a local authority, the Local Government and Social Care Ombudsman at www.lgo.org.uk. Your local Healthwatch (www.healthwatch.co.uk) and the NHS complaints advocacy service in your area can support you in making a complaint, though they do not decide it.

If the care was paid for privately, by you, your employer or your insurer, our final response tells you the independent review route available for that service.

We are regulated by the Care Quality Commission. The CQC does not investigate individual complaints, but it wants to hear about the quality of care from the people who receive it. Telephone 03000 616161, email enquiries@cqc.org.uk, www.cqc.org.uk.

If your complaint is about how we have handled your personal data and you are not satisfied with our answer, you can complain to the Information Commissioner's Office at ico.org.uk.

Who is responsible

Our Chief Medical Officer is responsible for the handling of clinical complaints, and our Chief Operating Officer for complaints about service delivery. Both see every complaint that reaches a formal response.

This procedure was last reviewed on 17 September 2026 and is reviewed at least once a year.

Modern slavery statement

GPDQ Limited makes this statement in line with section 54 of the Modern Slavery Act 2015 and the Home Office guidance. We are a healthcare provider whose workforce is people, and the risks the Act addresses are real in our sector. This statement reports on the financial year that ended on 31 December 2025 and sets out what we are doing in the year to 31 December 2026.

Our business and our supply chains

GPDQ Limited is a healthcare provider registered with the Care Quality Commission, delivering clinical services across the United Kingdom through a bench of GPs, pharmacists, nurses, allied health professionals and healthcare assistants. We work with insurers, digital health providers, employers and the NHS. Our supply chain is short. It consists mainly of the clinicians we engage directly, the agencies and platforms through which some of them are sourced, the laboratories, equipment and consumables suppliers behind our clinical work, and the software and professional services every company uses.

Our policies

We have a zero-tolerance approach to modern slavery and human trafficking. Our recruitment and vetting procedure checks every clinician's identity, right to work, professional registration and references before they work for us, and our compliance system does not allow a booking to be made until those checks are complete and in date. Our code of conduct requires everyone who works with us to be engaged lawfully, paid at or above the legal minimum, and free to leave. Our whistleblowing policy lets staff, clinicians and suppliers report concerns confidentially, and protects them when they do.

What we did in the year to 31 December 2025

We engaged and paid our clinicians directly, which keeps the intermediaries through which exploitation can enter a workforce out of ours, and we ran every clinician through the vetting checks above before their first booking. No concern relating to modern slavery or human trafficking was raised with us through any route during the year.

Where the risks are

The parts of our business most exposed are agency-sourced staff, cleaning and facilities services at sites we use, and the manufacture of consumables and equipment overseas. We assess these as low but not negligible, and they are the areas our due diligence concentrates on.

What we are doing in the year to 31 December 2026

Any agency or platform we source clinicians from is being asked to confirm that it complies with the Act and to show us its own checks. New suppliers are asked about their labour practices when they are set up, and a supplier that will not answer is not used. People involved in recruitment, onboarding and procurement are receiving guidance on recognising the signs of modern slavery and on how to report a concern, and we are keeping a record of who has completed it.

How we will measure effectiveness

We already track the share of clinicians whose vetting is complete and in date. For the year to 31 December 2026 we are adding the number of supplier set-ups completed with the labour practices questions answered, the number of concerns raised through the whistleblowing route and their outcome, and training completion, and all four will be reported to the board with next year's statement.

Approval

This statement was approved by the board of directors of GPDQ Limited and is signed on its behalf by a director.

Paul Roberts, Chief Executive Officer and director, GPDQ Limited

Published 17 September 2026 for the financial year ended 31 December 2025.

Accessibility statement

We want everyone to be able to use this website. This statement says what we have done, what we know still needs work, and how to tell us when something gets in your way.

What this statement covers

This statement applies to the GPDQ website for Prescribers and the pages that support it, all published under gpdq.co.uk. It does not cover the clinical systems our clinicians use inside our clients' platforms, which are our clients' own.

The standard we work to

We aim to meet the Web Content Accessibility Guidelines version 2.2 at level AA. Every page is run through automated accessibility checks on desktop and phone-sized screens before it is published, and a page that fails those checks is not published. Text and background colours are chosen to meet the guidelines' contrast ratios, and where a brand colour would fail on a particular background we use a darker or lighter tone of the same colour rather than let it fail. The automated tool's own colour-contrast rule is switched off because it misreads our gradient buttons, so the tones we use were measured by hand instead. We have checked the main pages ourselves using a keyboard alone and at high zoom.

What we know is not yet right

Automated tests and our own checks do not find everything. We have not yet had the site tested by people who use assistive technology day to day, and until we have, some problems will be ones we have not seen. Some of our comparison tables scroll sideways on a phone; the content is all there, but it takes a swipe to reach. Our advertisement images carry a short text description of what they say rather than every word on the image.

Tell us

If you cannot access part of this site, or you need information in another format such as large print or plain text, email support@gpdq.co.uk or call 0203 805 1781. Tell us the page and what happened. We reply within 5 working days and we fix what we can.

If you are not happy with our response

The Equality Act 2010 requires us to make reasonable adjustments for disabled people. If you think we have not, and you are not satisfied with our answer, you can contact the Equality Advisory and Support Service at equalityadvisoryservice.com.

This statement was prepared on 17 September 2026 and is reviewed whenever the site changes materially, and at least once a year.