KClinics
We are sorry if something has not met the high standard you expect from KClinics. We take all feedback seriously and treat every complaint fairly, confidentially and without it affecting the care you receive. This procedure explains how to raise a concern, how we will respond, and how to take matters further if you remain dissatisfied.
You can raise a complaint in whichever way is easiest for you. We find written complaints help us understand the detail, so where possible please email hello@kclinics.co.uk or write to the Practice Manager, KClinics, 4 Charterhouse Buildings, Goswell Road, Clerkenwell, Islington, London EC1M 7AN. You are also welcome to call us on 020 8050 0750 to discuss your concerns.
To help us look into your complaint quickly, please tell us your name and contact details, what happened and when, the names of any staff involved if known, anything you have already done about it, and the outcome you are hoping for. If you have any supporting information, such as photographs, correspondence or documents, please include it. If you are complaining on behalf of someone else, we may need their written consent before sharing personal or health information with you.
We will acknowledge your complaint in writing within three working days of receiving it. We aim to provide a full written response as quickly as possible, normally within 20 working days. If the matter is complex and needs more time, we will keep you updated and agree a realistic timescale with you, and in any event we aim to conclude our investigation within a reasonable period in line with good practice.
Your complaint will be reviewed by a senior member of the team who was not directly involved in the events. Clinical concerns will be considered by the relevant practitioner or our clinical lead. We will look at the records, gather the accounts of those involved, and assess what happened against the standards we set ourselves and our professional obligations. We will then write to you with our findings, any apology or remedy that is appropriate, and the steps we have taken to put things right or prevent a recurrence.
All complaints are handled in the strictest confidence and in accordance with the UK GDPR and the Data Protection Act 2018. Information you give us will only be used to investigate and resolve your complaint and will be kept securely.
If you are unhappy with our response, please let us know and we will arrange a further review by a senior person not previously involved. You may also seek independent help or escalate your complaint. For complaints about dental treatment or a dental professional, you can contact the General Dental Council (GDC), the statutory regulator for dentistry, at gdc-uk.org. For concerns about a doctor or nurse, the General Medical Council (gmc-uk.org) or Nursing and Midwifery Council (nmc.org.uk) may be relevant.
You can obtain free, independent advice on your consumer rights from Citizens Advice (citizensadvice.org.uk). If your complaint concerns how we have handled your personal data, you can contact the Information Commissioner's Office (ICO) at ico.org.uk. Raising a complaint with KClinics will never affect the quality of care or service we provide to you.