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Your right to complain

Bold Street Clinic endeavours to treat all its clients appropriately, compassionately and fairly. If, however, you have an issue with any matter in relation to your treatment you are entitled to lodge a complaint, either verbally, by telephone or in writing. If you require assistance with making your complaint, Bold Street Clinic will be pleased to help.

The member of staff who initially receives the complaint will convey the details to the Medical Receptionist and you will receive communication within 7 working days in order to promptly resolve your complaint.

The first stage of the complaint will be to invite you to attend a meeting for an additional consultation with the therapist involved in your treatment; the aim of this meeting will be to resolve any issues you have. If you are not satisfied with this initial attempt at resolution, or have any objection to being seen by this therapist, the clinic’s Medical Receptionist will review your case.

The second stage of the complaint will be managed by the UK Business Development Manager and reported to the Managing Director, if the complaint cannot be resolved locally. The UK Business Development Manager will make every effort to meet you direct to resolve the issue. If you are dissatisfied with the results of this process and the final response, you have recourse to independent external adjudication.

The emphasis in this Complaints Procedure is on informality, with the object of solving problems quickly, simply and fairly. It is hoped that the great majority of issues can be settled amicably at the First Stage, and that complaints will only exceptionally reach the Second Stage.

Staff of Bold Street Clinic will respond promptly to written complaints and will also expect clients to keep to an agreed timetable for pursuing a complaint. We would expect all complaints to be resolved within 28 days.

Should you require any further information please contact us.