Complaints Procedure

At The Private Clinic, we are committed to providing patients with high-quality care and excellent customer service. We aim to deliver services and facilities to the highest possible standard.

If you are dissatisfied with any aspect of your experience, we welcome your feedback. We are committed to addressing concerns in a prompt, honest, and thorough manner. In addition to resolving individual concerns, we use feedback and learning from complaints to improve our services.

We encourage patients to raise concerns as early as possible with a member of staff so that we can try to resolve issues quickly.

Making an Informal Complaint

If you have a minor concern or dissatisfaction, please raise this with a member of our team at the time. We will aim to resolve the matter promptly and to your satisfaction.

If the issue cannot be resolved informally, or you wish to take the matter further, you may make a formal complaint.

Making a Formal Complaint

We have a formal complaints procedure for patients who wish to raise concerns about our services. You may make a complaint yourself or through a representative (with your consent).

To submit a formal complaint in writing, please contact us by email (complaints@theprivateclinic.co.uk) within six months of the event you are complaining about. Complaints received outside this timeframe may not be investigated due to the passage of time.

The Complaints Process

As a member of the Independent Sector Complaints Adjudication Service (ISCAS), we follow a three-stage complaints process. A full copy of the ISCAS Code of Practice can be found at www.iscas.org.uk

Stage 1

Local Resolution

  • Acknowledged within 3 working days
  • Correspondence via email or post
  • Discussion with Complaint Handler
  • Full written response with findings, lessons learned, and any resolution offered
  • Updates at least every 20 working days if delayed
  • Clarification window of 7 days; response within 10 working days

Stage 2

Internal Review

  • Reviewed by Senior Manager or Clinical Director
  • Written acknowledgement within 3 working days
  • Reviewer confirms agreement or provides alternative decision
  • Regular updates at least every 20 working days if delayed
  • Appeals must be submitted within 6 months of the Stage 1 response

Stage 3

External Adjudication

  • Independent review through ISCAS if Stage 2 outcome is unsatisfactory
  • Request must be made within 6 months of Stage 2 final response

What Happens During an Investigation

During the investigation, we will share relevant details of your complaint with appropriate staff members and/or your consultant to support a thorough review. If you prefer that specific individuals are not contacted, please let us know; however, this may limit the extent of our investigation.

In some cases, a surgical panel review may be required. This will only take place with your prior consent.

We recognise that some patients may require additional support due to changing circumstances, such as health conditions, literacy needs, or personal situations. Our staff are trained to provide appropriate support throughout the complaints process. Interpreter services can also be arranged for patients who require language support.

New Guidance – Using Artificial Intelligence (AI) to Support Your Complaint

Some patients may choose to use AI tools (such as online writing assistants) to help draft their complaint. While these tools can
be helpful, it is important to use them responsibly.

How AI Can Help

  • Organise your thoughts clearly
  • Improve spelling, grammar, and structure
  • Present your concerns in a professional and concise way
  • Summarise key points

Important Considerations

  • Ensure all information is accurate and reflects your personal experience
  • Check that names, dates, and details are correct
  • Avoid including information you do not agree with
  • Be cautious about entering sensitive health information into AI platforms
  • Check how your data may be stored or used

AI tools are designed to support you but should not replace your own judgement. You remain responsible for the content of your complaint and should ensure it is truthful and reflects your experience. Before submitting, read through carefully to ensure it is accurate, complete, and written in your own voice.