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Complaints Procedure

At The London Dermatology Centre we pride ourselves in delivering outstanding professional customer service to all of our patients. We treat all of our patients with the utmost care, compassion and respect, however there may be times when the service that you have received does not meet the high standards that we aim to deliver. Complaints provide an opportunity to examine the centre’s services and clinical practice and to ensure that a culture of quality improvement and risk reduction exists to support the overall clinical governance within The London Dermatology Centre.

Should this happen, the most effective way to resolve any concern is by letting the Practice Manager know immediately after the service or treatment that you have received. They will listen to your concern and aim to resolve your complaint efficiently and effectively.

In the event you wish to make a written complaint please write to us either by email or post to the Practice Manager at the clinic to no later than six months after the incident occurred.

We will always aim to resolve your complaint as soon as we receive it however where this is not possible the complaint will be investigated by the Practice Manager and you will receive a written acknowledgment of your complaint within 5 working days.

The Practice Manager will provide you with a full written response within 20 working days from the acknowledgment of your complaint however If the complaint is of a complicated nature it may take longer to investigate in which case you will be kept informed.

At any point during the investigation the complainant will have the right to access their notes and will be provided with copies if required. If correspondence and treatment notes are stored in the same location the claimant has a right to all notes; if the correspondence and treatment notes are stored separately the correspondence does not have to be revealed, but ultimately this will be left to the discretion of the Practice Manager.

Should you remain unhappy with our final response or investigation you may be able to refer your complaint to the Independent Doctors Federation. You must do this within six months of the date of the final response.

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