Complaints procedure

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Key responsibilities

The Registered Manager oversees complaint handling

Complaint Types and Handling

Your complaint will be sent to the Register Manager. You will receive an acknowledgement within 5 working days.

Your complaint will be investigated and resolved within 28 days. If we are delayed for any reason, we will keep you updated with our progress.

Investigation Process

To support our thorough investigation, patients are encouraged to include relevant details such as:

• Date and nature of incident
• Contact details
• Product or treatment involved
• Desired resolution

Weekly updates are provided if requested. Once complete, a written summary of the investigation will be shared with you, including the outcome and any actions taken to prevent recurrence.