Complaints Procedure

Making a Complaint

If you are unhappy with any aspect of your experience at The Clinic Holland Park, we encourage you to let us know as soon as possible so we can try to resolve your concern quickly and informally.

If your concern cannot be resolved straight away, or you wish to make a formal complaint, please follow these steps:

How to Make a Formal Complaint

• You can make a complaint verbally, in writing, by email (info@theclinichollandpark.com), or through our website contact form.
• Please provide your name, contact details, and a brief summary of your complaint, including relevant dates and names if possible.
• You may also ask someone to complain on your behalf – please ensure we have your written consent.

What Happens Next

• We will acknowledge your complaint within 3 working days.
• Your complaint will be investigated by our Clinic Manager, Dr Jenny Doyle.
• You will receive a written response within 10 working days. If more time is required, we will update you on progress.

Further Steps:

• If you are not satisfied with our final response, you can escalate your complaint to ISCAS (The Independent Sector Complaints Adjudication Service): iscas.org.uk
• If you remain unsatisfied, you can also contact the Parliamentary and Health Service Ombudsman.

Confidentiality

All complaints are handled in confidence and will not affect your care or treatment. Only staff involved in your complaint will see your information.

Please ask at reception if you need this policy in another format, require assistance in making a complaint or need translation services.