Complaints Procedure
1. Overview
Thank you for choosing KClinics for your treatments and trusting us with your care. This policy describes our complaints process, which is intended to guarantee that any issues you may have are resolved in a timely, professional and transparent manner. Our objective is to deliver a transparent and equitable complaints procedure that puts your rights and pleasure on the first place while upholding the highest service standards. This policy complies with the Consumer Rights Act, General Data Protection Regulation (GDPR), and other applicable UK legislation.2. How to Submit a Complaint
You can submit a complaint in writing. For efficiency, we recommend written complaints via: Email: info@kclinics.co.uk Post: Send your complaint to the clinic’s address. 2.1 What to Include in Your Complaint:- If your complaint is related to service or is a clinical complaint or ‘other’
- Who or what has caused your concerns. If you are complaining about a member of staff, give their name and position (if you know it).
- Where and when the events took place.
- What action you have already taken, if any.
- What outcome you want from your complaint.
- Please include any supporting evidence such as photographs or other documents.
3. Acknowledgment of Your Complaint
Within two business days, you will get a written acknowledgement of your complaint.4. Complaint Handling Process
4.1 Preliminary Review After reviewing your complaint, the complaints manager will decide if it qualifies for additional investigation. If it does not meet the criteria, you will be notified in writing within 7 working days, including an explanation for the decision. 4.2 Investigation If the complaint meets the criteria: It will be assigned to an independent manager who has no involvement in your case. For clinical complaints, the medical director or external experts (e.g., equipment manufacturers) may be consulted. The investigation will include:- Analysis of provided evidence.
- Statements from all parties involved.
- Compliance is checked against the criteria of the clinic.