Complaints policy
If you are unhappy with your care, treatment or a service provided by London Hair Transplant Clinics, please tell us what happened and what you would like us to look into. Raising a complaint will not affect your right to appropriate care.
How to contact us
Email the Complaints Manager at enquiries@londonhairtransplantclinics.co.uk.
Please include your name, contact details, relevant dates and a clear account of what happened. Tell us what outcome you are seeking and send copies of any correspondence you want considered. We can help put a verbal complaint in writing if needed.
If someone contacts us on your behalf, we may need your written permission before discussing confidential information with them.
How we handle your complaint
We aim to acknowledge your complaint within three working days and provide a full written response within 20 working days. If we need longer, we will explain why and tell you when to expect a response.
The Complaints Manager or an appropriate senior colleague will review the issues. They may check your records, consent documents and correspondence, and speak to the staff involved. We may also contact you to clarify details.
Our response will address the points investigated, explain the outcome and set out any action we will take. Where something has gone wrong, this may include an apology and changes to the way we work.
If you remain dissatisfied
Reply to the response and explain which points you believe remain unresolved. You can ask for a further review by a senior person who was not involved in the original investigation, where possible. We will explain the next steps and any independent review route available for your care.
You can also give feedback about care to the Care Quality Commission, which regulates health and adult social care services in England. Its feedback service informs its regulatory work; you should contact the clinic for a response to your individual complaint.
Confidentiality and records
We keep a record of your complaint, the investigation and the response. Information is shared with people who need it to investigate and respond, or where disclosure is required by law or a regulator. We review complaints to identify changes that may help prevent the same problem recurring.