How to raise a concern about a HTA licensed establishment

If you have a concern about an establishment we license, please contact us via the contact form at the bottom of the contact us page, supplying us with a name and a contact email or phone number. We will also need the establishment’s name, your concern, and any supporting documentation.

You don't have to tell us who you are when you report a concern but if you don't it may make it more difficult for us to take forward the investigation. 

If an investigation does take place, the HTA may be required to disclose your name, even if you asked for it to be withheld, however we will do our best avoid that. 

When a concern is raised by an employee of an organisation (or ‘whistleblower’) about practices taking place, we will give them appropriate support and advice and their interests will be protected as far as possible. 

Our investigation

The HTA will establish whether there has been a breach of our standards and take action where necessary. We will first assess any concerns we receive about organisations to determine whether the matter is within the HTA’s remit 

It may be that a concern raised with us does not fall within our remit. If this is the case, we will inform the person who raised the concern, and offer advice about other organisations that may be able to take the matter forward, for example: 

  1. Health watchdogs and authorities: these organisations oversee health and social care in England. 
  2. Health professional regulators: these organisations set the standards of behaviour, education and ethics that health professionals must meet. 
  3. Advertising Standards Authority: regulates advertising across all media. 
  4. Citizens Advice Bureau: offers advice about consumer rights, including how to contact Trading Standards. 

If the matter is within our remit, we will assess the risk that it poses and investigate. 

The time taken to conduct an investigation may vary depending on the urgency and complexity of the concern raised. However, we will acknowledge receipt within three working days and aim to respond to your concern within 20 working days. Where this is not possible, we will let you know when a response will be due. 

How we handle allegations

The downloadable document below details our allegation policy.