Complaints Policy

Complaints Policy

At The Harley Street Skin Clinic, we value your feedback and aim to address any concerns promptly, honestly, and thoroughly. Your satisfaction and well-being are important to us.

Submitting a Complaint

If you are dissatisfied with any aspect of your experience at our clinic, please contact us:

• Email: [email protected]

• Address: The Harley Street Skin Clinic, 14 Devonshire Place, London, W1G 6HX

Please provide as much detail as possible so that we can investigate your complaint effectively.

Types of Complaints

Depending on the nature of your complaint, we may direct you to the appropriate contact:

• If your complaint pertains to the outcome of your procedure and you are considering further surgery, please email: [email protected]. We will arrange a consultation with your surgeon.

• If you wish to contact an independent organization regarding our services, you can reach out to the Independent Sector Complaints Adjudication Service (ISCAS) at [email protected].

Our Commitment to Improvement

We appreciate your feedback, which helps us continuously improve our services. Recent enhancements based on patient feedback include:

• Introduction of online appointment booking for convenience.
• Expansion of our telephone team to ensure 24/7 availability.
• Extended operating hours, including Saturdays.
• Expanded post-operative care options and improved reception services.
• Enhanced transparency with more detailed service information on our website.

Further Steps

If you remain unsatisfied with our response, we offer:

• An invitation to meet with our Complaints Manager and relevant specialists.
• The opportunity to be accompanied by a friend or colleague to any further meetings.

Unfortunately, complaints about privately funded healthcare services cannot be handled by the Independent Parliamentary Ombudsman. However, we are committed to resolving issues in a mutually agreeable manner.

Further Advice

For additional guidance on advancing your complaint, consider contacting these organizations:

• Patients Association: Visit www.patients-association.org.uk or call 0845 608 4455.

• Citizens Advice: Explore resources at www.citizensadvice.org.uk.

• Healthwatch Network: Find your nearest branch at www.healthwatch.co.uk or call 03000 683 000.

• Care Quality Commission (CQC): Contact them at [email protected] or visit www.cqc.org.uk.

For further details on how we handle your data, please refer to our privacy policy.