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Private Hospital or Cosmetic Surgery Complaint
Complaints about private healthcare usually follow three stages: complain to the provider, ask for a senior review, then, if the provider subscribes, independent adjudication through ISCAS. It is free for patients. Adjudicators can award goodwill payments of up to £5,000 but not compensation.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
The Three Stages
Stages and Time Limits
Stage 1: complain to the provider, normally within six months. Stage 2: a senior person not previously involved reviews it, with a full written response within 20 working days; escalate within 6 months of the stage 1 response. Stage 3: independent adjudication by ISCAS for subscribing providers, within 6 months of the stage 2 response; it aims to finish in 3 to 6 months. No new issues can be added at stage 3, and the decision is final. source
Outcomes
The process is free for the person complaining. The Independent Adjudicator can award a goodwill payment of up to £5,000 (average £815 in 2023-24) but does not award compensation. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 6 monthsComplain to the providerNormally
- 20 working daysStage 2 written responseAfter review
Steps to Take
Step 1 of 5
Ask the provider for its complaints procedure.
Step 2 of 5
Complain in writing with dates and what you want.
Step 3 of 5
If unhappy, ask for a stage 2 review.
Step 4 of 5
If the provider subscribes, request ISCAS adjudication within 6 months.
Step 5 of 5
For compensation for injury, take legal advice.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
The Provider
Stage 1 and stage 2.
ISCAS
Stage 3, if the provider subscribes.
Good to Know
Small things that make your complaint stronger.
Raise every issue at stage 1: new issues cannot be added later.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- iscas.org.uk/patients/complaints-process Checked 13 October 2026
- iscas.org.uk/about/what-we-do Checked 8 October 2026