Complaint Policy & Procedure

THIS POLICY excludes our Occupational Health & Medical services for which a separate Complaints Resolution Procedure is available.

OUR AIM
We are committed to providing a high-quality service to all our clients: our objective is complete client satisfaction. We actively encourage feedback from each client through online patient survey questionnaires and would wish to know immediately about any problems or complaints so that these can be addressed without delay.

INFORMAL COMPLAINTS
If you have a complaint or are dissatisfied with our service, please inform the most senior staff member available before leaving the premises, if none available please contact Deborah Lithman on 0207 353 5678 or email deborah@fleetstreetclinic.com; we will do our best to resolve the situation informally before you leave the Clinic.

FORMAL COMPLAINTS
All other complaints (i.e. those not raised and/or dealt with informally on the same day) must be made in writing as soon as practicable and in any event within 1 month of discovery of the subject matter of the complaint.  The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction

OPTICAL SERVICES: WHITBY & CO
Written complaints should be addressed to Ms Gillian Whitby at 29 Fleet Street EC4Y 1AA.

Please note that we do not refund sale goods
Any adjustments to own frames are carried out at own risk
Statutory rights not affected

HEALTH CARE SERVICES: FLEET STREET CLINIC
Written complaints should be addressed to Dr Richard Dawood, Medical Director at 29 Fleet Street EC4Y 1AA

RESPONSE TO YOUR COMPLAINT
– We will acknowledge receipt of your formal complaint in writing within 2 working days.
– We will undertake such investigations as may be required and provide a full response to your complaint as soon as possible and in any event within 20 days of the complaint being made.
– In the unlikely event of resolution not being possible and of continuing dissatisfaction, you may appeal in writing against the decision within a further 7 working days of being notified of the decision.
– An appeal will be referred for arbitration to a mutually acceptable independent doctor or other appropriate professional within 7 working days of receipt of written notification of an appeal; the arbitrator will set the procedure to be followed by both parties and have sole discretion whether to award the costs of such arbitration, if any, against either party or both.

CONFIDENTIALITY
Please note that, in the event of a complaint being made, the Clinic may need to provide information about the patient and the treatment they have received to insurers or legal advisers

COMPLAINTS RECORD
Dr Richard Dawood will keep a record of the complaint and its outcome

CARE QUALITY COMMISSION
The CQC may be contacted as follows:

CQC National Customer Service Centre
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA

Telephone: 03000 616161
Fax: 03000 616171

OUR COMMITMENT
An annual review of this Complaints Policy & Procedure will be undertaken to ensure we learn from complaints and use them to improve our service where required.

The designated person responsible for monitoring compliance with this Complaints Policy & Procedure:
Dr Richard Dawood, Medical Director

OPENING TIMES

020 7353 5678

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