Complaints Policy

We aim to give clear, accurate information and a straightforward conversation every time. If a call, email, or something on this site did not meet that standard, we want to hear about it directly, early, and in your own words.

Last updated: September 23, 2026

How to Raise a Concern

Call (704) 918-5149 or email contact@directprimarycarecharlotte.com. If it is easier to explain by phone, call and ask for the person who spoke with you.

It helps if you can tell us:

You will not be penalized for raising a concern.

What Happens Next

  1. We acknowledge it within two business days. You will hear from a person, not an automated reply, confirming what we understood and who is handling it.
  2. We look into it. That can mean reviewing our records, our correspondence with you, and the information we provided.
  3. We give you a written response within ten business days. It explains what we found, what we will do, and the timing. If the review needs longer, we tell you why and when to expect an answer.
  4. We follow up. After any correction, we confirm with you that the issue is actually resolved.

If You Are Still Not Satisfied

Ask for the complaint to be escalated to Daniel Mercer, who will review the file personally and respond to you.

You always keep your outside options, including your state or local consumer protection office and any relevant licensing or regulatory body. Using this policy first is not a requirement, and it does not limit your rights.

What we do with complaints

We keep a record of what was raised and how it was resolved, and we review those records so the same problem does not repeat.

Questions about this page?

Tell us early. Small problems are much easier to fix than old ones. Call (704) 918-5149 or email contact@directprimarycarecharlotte.com and we will get back to you.