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Complaints Procedure

Introduction

The Clinic and all contractors working within the company, endeavours to treat all of its clients appropriately, compassionately and fairly.  If however, you have an issue with any matter in relation to your treatment with The Clinic you are entitled to lodge a complaint, either in person, by telephone or in writing.  If you require assistance with making your complaint, The Clinic will support you through the process.

In order to register your complaint please contact us in writing at:

Complaints Team

The Clinic
Head Office
190 Horninglow Street, Stretton,
DE14 1NG

Or via telephone on:  01283 205533

The member of staff who initially receives the complaint will convey the details to the Operational Lead (Nathalie Fennell).  Where this cannot be resolved immediately, you will receive a letter within three working days to confirm that an investigation into the matter is underway and that a response will be made as soon as possible.

If your complaint is treatment related the matter will be discussed with the relevant practitioner and may require you to attend an additional consultation with that practitioner or an alternative member of the  medical team including the Medical Director (Nathalie Fennell).  The objective is to provide an explanation or a solution to your concerns.  The Clinic aims to furnish you with a full written response within 20 working days or where this is not possible an explanation as to the cause of the delay.

Complainants who are not happy with this resolution are referred to a member of the board of directors (with whom they have not already met).  If the complaint is service related this will normally be William Haines.  If the complaint is of a clinical nature this will be the Clinical Director (Rebecca Rollett).  The complaint will be further reviewed within 20 working days and you will be provided with a final written response.  If the investigation requires further time, you will be provided with an explanation as to the cause of the delay.

If you are dissatisfied with the results of this process and the final response, you have recourse to independent external adjudication.  To obtain this you need to write to the Independent External Adjudication Secretariat within 6 months of receiving our final letter (which will be labelled final letter).

Independent Sector Complaints Adjudication Service

70 Fleet Street
London
EC4Y 1EU

Email: info@iscas.org.uk
Telephone: 0207 536 6091

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