Starz

Jun 11, 2025

Poor data handling and false reassurances.

I am extremely disappointed with how I was treated by Friern Barnet Nuffield Health, particularly during and after my time on their Joint Pain Programme. After experiencing a medical flare-up that prevented me from attending, I was completely ignored by the programme lead Roshan Alexander from friern Barnet gym, despite promises to follow up. I was later forced to withdraw from the programme due to being overlooked and unfairly treated compared to other participants who were allowed absences without consequence. After submitting a formal complaint, I was assured by the general manager of Frien Barnet, handling my case that my personal data would be removed and that I would no longer receive communications from Nuffield. Despite this, I continued receiving emails, including one just days later directly from the team, proving that my request was not taken seriously. I was told a "do not contact" flag had been set, yet today I received yet another irrelevant mass email. It's clear there's no control or respect for personal data or customer communication preferences. Given this mishandling of my personal data and continued unwanted contact, I will be reporting the matter to the Information Commissioner’s Office (ICO) for further investigation. The lack of professionalism, fairness, and accountability shown throughout has been appalling. I would not recommend Nuffield Health based on this experience. I previously reported these issues to head office but they ignored my complaints and failed to take any action or even acknowledge the seriousness of my experience. In reply to your response. Thank you for your response. I want to make it clear that I contacted Nuffield Health head office today and left my contact details , I now expect a phone call as a matter of urgency. I have now also submitted a formal complaint to the Information Commissioner’s Office (ICO), as this issue has been repeatedly ignored despite my clear requests. Additionally, I believe my original complaint regarding the conduct of the Joint Pain Programme lead was never properly addressed by the Multi-Site General Manager of Friein Barnet. I have strong reason to believe the manager Dan I was corresponding with did not follow up on my concerns, nor did he speak to the individual involved, despite claiming otherwise. The way this has been handled, from the poor treatment I received to the mishandling of my personal data, is unacceptable and I will continue to pursue this until it is resolved appropriately. Update. After exhausting every internal route, I escalated my complaint directly to Nuffield Health’s CEO, Alex Perry. I sent the same email '3 times' forwarding all relevant correspondence and received no response whatsoever. This level of complete disregard from the organisation’s highest leadership is absolutely disgraceful. It is now painfully clear that Nuffield Health not only fails to address issues at a local or regional level but also shows 'utter indifference at the top' .If there are problems,especially where someone is treated unfairly or differently to others by a staff member, or mishandling of personal data, they 'will not' deal with it appropriately or professionally. Based on my experience, I would not recommend Nuffield Health to anyone. There is no real accountability, no meaningful complaint process, and absolutely no assurance that you’ll be treated fairly or respectfully when things go wrong.