Our Standards for Handling Complaints

Policy and Procedure – Aesthetic and Medical

It is our aim to always have satisfied patients, to meet your expectations of care and service and to resolve any complaint as efficiently, effectively, and politely as possible. We take complaints very seriously; we investigate them promptly and fairly and take great care to protect your confidentiality.

We will never discriminate against patients who have made a complaint and we will be happy to listen to you and answer any questions you may have for us about your care and treatment. If you are not satisfied with any aspect of your care or our service, let us know so we can address your concerns promptly and find a solution as soon as possible. You can call us and speak to our Complaints Manager Haider Jassim or write to us instead. Your written complaint will be acknowledged in writing within 3 working days and will aim to provide a full response in writing as soon as the investigation is complete. We may need to speak to our clinicians if this involves them too.

If the Complaints Manager is unavailable, we will take details about the complaint and will pass it on to the clinic's owner as soon as they become available. We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible to those who need to know about it.

You can send your complaint to Neogleam Clinic, 82 Shepherds Bush Road, W6 7PH or call us on 02033557978 or email us on team@neogleam.co.uk

If the complaint investigation takes longer than anticipated our Complaints Manager will contact you at least every 10 working days to keep you informed of the reason for the delay, the progress of the investigation and the proposed date it will be completed. When the investigation has been completed, you will be informed of the outcome in writing. If you would like, we will invite you to a meeting to discuss the results and any practical solutions that we can offer you.

We analyse patient complaints and as a team we learn from them, so we make the changes to improve our services. That is why we always welcome your feedback, comments, suggestions, even complaints.

If you are dissatisfied with our response to your complaint, you can take it further and contact other organisations as per below.

ISCAS – Independent Sector Complaints Adjudication Service on info@iscas.org.uk or 020 7536 6091

Care Quality Commission (CQC) You can also contact The Care Quality Commission (CQC) who regulates healthcare clinics in England by calling 03000 616161.