Complaints Procedure

 

We always strive for excellence in our customer service, and our practitioners are all experts in their field with a wealth of experience, providing the utmost care and advanced treatments for our clients.

In the unlikely event you feel we have not delivered or you are unhappy with anything in relation to our clinic/s, we endeavour to handle your complaint promptly and sensitively, ensuring we are always courteous and helpful to our best abilities. Any complaints received will be dealt with confidentially on a case-by-case basis.

We do also expect that you would be courteous and fair in your correspondence with our staff at all times. We do not tolerate abusive or threatening language or behaviour towards our staff, who have the right to cease communication if they feel unsafe or threatened.

We keep full and accurate records of any complaints we receive so that we can monitor the types of problems reported to us, the best way to resolve them to ensure we are able continue to improve and meet the needs of our clients in the future.

If you make a complaint, we will investigate it thoroughly and impartially, without discrimination or prejudice. We aim to resolve matters as promptly as we can, but if a complaint gives rise to serious issues, we may need to take extra time in order to investigate it fully and properly so that, wherever we can, we resolve the issue.

We will ensure that all decisions we make are proportionate, appropriate and fair given the circumstances of each individual complaint.

If you need to make a complaint we ask that you email us at clinic@drdavidjack.com or you can send us written correspondence to:

Dr. David Jack Clinic

96 Harley Street,

London,

W1G 7HY.

Edinburgh Clinic

Healthcare Improvement Scotland is the regulator for independent healthcare services across Scotland and can accept complaints at any time from a complainant. Contact details are:

Healthcare Improvement Scotland 
Independent Healthcare Team 
Gyle Square, 1 South Gyle Crescent, Edinburgh, EH12 9EB 
 
E: his.ihcregulation@nhs.scot