Our complaints procedure ensures that we respond to your concerns considerately, quickly and as effectively as possible. All comments and complaints are taken seriously, regardless of their nature.
How do I make a complaint?
Verbal Complaints – Every effort will be made to resolve your complaint while you are still at the clinic. However, if your concerns are not resolved to your satisfaction then help will be given on making a written complaint.
Written Complaints – All written complaints should be addressed to the Registered Manager via email to firstname.lastname@example.org or by post to 86 Harley Street, London, England, W1G 7HP and the letter should include:
- Who or what has caused you concern
- Where and when the event took place
- What action, if any, has already been taken
- What result you would like from your complaint
We will then acknowledge receipt of your letter within 3 working days.
We will investigate the complaint and will write to you with the outcome within 28 days. If the investigation is still in progress, a letter will be sent explaining the reason for the delay regularly, at the very minimum of every 10 days.
If you are still not satisfied with the way your complaint has been dealt with you can make a complaint to the Parliamentary Ombudsman
If you have a genuine concern about the service or any health professional working with the service you can raise your concerns with the Care Quality Commission.
You can contact CQC by visiting https://www.cqc.org.uk/, or calling 3000 616161, or in writing by post to the CQC National Customer Service Centre, City Gate, Gallowgate, Newcastle-Upon-Tyne, NE1 4PA