Complaints Procedure

Last updated: January 2025

We are committed to providing the highest standard of care. If you have any concerns about our service, we want to hear from you so we can address the issue promptly and improve our practice.

Our Commitment

At Dr SNA Clinic, we take all complaints seriously and are committed to:

  • Listening to your concerns with respect and understanding
  • Investigating complaints thoroughly and impartially
  • Responding promptly within our stated timeframes
  • Learning from feedback to improve our services
  • Maintaining confidentiality throughout the process

How to Make a Complaint

Step 1: Contact Us Directly

We encourage you to raise your concern as soon as possible. Most issues can be resolved quickly through direct communication.

Phone

+44 7955 836986

Monday - Friday, 9am - 6pm

Written Complaint

Complaints Manager
Dr SNA Clinic
48 Wimpole Street
Marylebone, W1G 8SF

Step 2: What to Include

To help us address your complaint effectively, please provide:

  • Your full name and contact details
  • Details of your complaint (what, when, where, who)
  • How the issue has affected you
  • What outcome you would like
  • Any relevant documentation or evidence

Our Response Process

1

Acknowledgment (3 working days)

We will acknowledge receipt of your complaint within 3 working days and provide a reference number.

2

Investigation (10 working days)

We will investigate your complaint thoroughly, which may include reviewing records and speaking with relevant staff.

3

Response (20 working days)

We aim to provide a full response within 20 working days, outlining our findings and any actions taken.

4

Resolution & Follow-up

If you're not satisfied with our response, we'll work with you to find a resolution or advise on further steps.

If You're Not Satisfied

If you're not satisfied with our response, you have the right to escalate your complaint to external bodies:

1. Care Quality Commission (CQC)

The CQC regulates and inspects health and social care services in England.

2. General Medical Council (GMC)

For concerns about a doctor's professional conduct or fitness to practice.

3. Parliamentary and Health Service Ombudsman

Independent service for complaints about NHS and private healthcare.

Confidentiality and Records

  • All complaints are handled confidentially
  • We maintain records of all complaints for regulatory compliance
  • Your complaint will not affect your future treatment
  • Information is only shared with those involved in resolving the complaint

Anonymous Feedback

If you prefer to provide feedback anonymously or have general concerns, you can do so. However, please note that anonymous complaints may limit our ability to investigate and respond to you directly.

Learning and Improvement

We review all complaints regularly to identify trends and opportunities for improvement. Your feedback helps us enhance our services and patient experience.

Need Help Making a Complaint?

If you need assistance making a complaint, we can help. You may also wish to involve a friend, family member, or advocate. Contact us at complaints@drsnaclinic.com or call +44 7955 836986.