INTRODUCTION 

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 At the Clarity Well-Being Clinic, we are dedicated to providing top-quality service while upholding the highest standards of care for all our clients. We value your feedback and are committed to addressing any concerns promptly and effectively.

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MAKING A COMPLAINT

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You can lodge a complaint via phone or email, whichever is convenient for you. Contact our reception team by phone at 02477 180333 or email us at hello@claritywellbeingclinic.co.uk.

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WHAT HAPPENS NEXT

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Upon receiving your complaint, we will acknowledge it within 5 working days and conduct a thorough investigation, aiming to provide a comprehensive response within 8 weeks. If you are unsatisfied with our response, you can appeal the decision in writing. If further escalation is necessary, you can contact the relevant governing body.

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INFORMAL COMPLAINTS PROCEDURE 

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Informal Complaint Procedure: We encourage the resolution of concerns informally whenever possible. Our goal is to address and resolve informal complaints quickly and amicably through mediation.

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FORMAL COMPLAINTS PROCEDURE 

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Formal Complaints Procedure: A formal complaint refers to any expression of dissatisfaction with our clinic, staff, or associate practitioners. Upon receiving a formal complaint, we will acknowledge it in writing within 5 working days and respond with an explanation within 21 working days. Our aim is to handle and resolve complaints fairly and sensitively.

 

 

CONFIDENTIALITY

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Confidentiality: We prioritise confidentiality in handling complaints, striving to maintain it to the fullest extent possible. However, in exceptional circumstances where confidentiality cannot be maintained, we will communicate this to the complainant.