However, we recognise that on occasions things can go wrong. If this happens we will try to ensure to put things right at the earliest opportunity. This procedure advises how to bring things to our attention if you are not happy about the service that you have received. We will ensure that all complaints are followed through, documented and when appropriate action is taken to prevent a recurrence.

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First...

The quickest and most effective way of resolving any problem is to bring it to our attention immediately. Please raise your concern with your practitioner or the Clinic Manager. They will listen carefully to your concerns and do what they can to correct any problems.

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Second...

If you do not feel comfortable or able to do so, you can advise us of your concern by completing a Complaint Form (these are available in all clinics) or by writing to us. Please provide as much detail as possible, including details of the clinic, date and time of your appointment.

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If a complaint is sent via the postal system we will endeavour to contact you and arrange an assessment in the clinic at your convenience.

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All written complaints should be sent directly to the Complaints Administrator at the following address:

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Complaints Administrator

497 Kingsland Road,

Dalston, London E8 4AU

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After receiving your written complaint it will be recorded and documented within the relevant clinic.

 

We will acknowledge your complaint within 7-10 working days.

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A full response will be made within 20 working days of receipt of the complaint.