Complaints Policy
Harley Street Specialist Hospital (London) Ltd.
18–22 Queen Anne’s Street, London, W1G 8HU
Our Commitment
How to Raise a Concern
If you are unhappy with any aspect of your care or service, please let us know so we can resolve the issue promptly. You can contact us:
- Email: support@harleyweightlossclinic.co.uk
- Post: Harley Street Specialist Hospital, 18–22 Queen Anne’s Street, London, W1G 8HU
When contacting us, please provide:
- Your full name and preferred contact details
- A description of what happened, including relevant dates or service references
- The outcome you are seeking
What You Can Expect
- Acknowledgement – We will confirm that we have received your complaint within 3 working days.
- Investigation – The matter will be reviewed, and where relevant, referred to the appropriate clinical or management team.
- Response – We aim to provide a full written response within 20 working days. If more time is required, we will update you and explain the reason for the delay.
- Outcome – Our response will outline what we found, any actions we have taken, and measures we are putting in place to prevent recurrence.
Clinical Complaints
Where a complaint relates to medical care, prescribing decisions, or treatment, it will be reviewed by one of our registered healthcare professionals to ensure a safe and thorough investigation. All information will be handled confidentially and with your consent.
Using Complaints to Improve
We treat every complaint as an opportunity to learn. Regular reviews of complaints help us:
- Identify areas for improvement
- Strengthen patient safety and governance processes
- Enhance training and support for our teams
Your Care Will Not Be Affected
Raising a complaint will never impact the quality of care or treatment you receive now or in the future. If you require help to make a complaint or need this policy in a different format, we will be happy to assist.
Timeframe for Complaints
Complaints should ideally be raised within 6 months of the issue, or within 6 months of becoming aware of it. Complaints raised outside this timeframe may still be reviewed at our discretion.
Confidentiality and Data Protection
We handle all complaints in accordance with UK GDPR and the Data Protection Act 2018. Any personal information provided will only be used to investigate your concern and improve our services.
Escalating Your Complaint
If you are not satisfied with our final response, you may refer your complaint to an external regulatory or independent body. Details will be provided on request.