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Complaints Procedure

Making a Complaint

If you are unhappy with any aspect of your experience at Define Clinic, 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@defineclinic.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 2 working days.
  • Your complaint will be investigated by our Clinic Manager, or escalated to our General Manager if required.
  • You will receive a written response within 10-20 working days. If more time is required, we will update you on progress.

Further Steps

  • If you remain dissatisfied after receiving our final response, you may raise concerns about the service with the Care Quality Commission (CQC). If your concern relates to the professional conduct, safety or fitness to practise of an individual clinician, you may contact the relevant professional regulator, such as the General Medical Council (GMC) or Nursing and Midwifery Council (NMC). Please note that the CQC and professional regulators do not usually investigate or resolve individual complaints, or award compensation, but may use the information provided as part of their regulatory or professional oversight.
  • You can also contact the Parliamentary and Health Service Ombudsman www.ombudsman.org.uk.

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.