Book Now

Feedback & Complaints

Book an Appointment
New Patient

Complaints Procedure

We are committed to providing a high-quality service to all our patients and clients. When something goes wrong, we want to know about it, and we would be grateful if you would tell us so that we can learn from your feedback and continue to improve our standards.
We greatly value our relationship with you and we endeavour to address any complaint to your satisfaction.
If you have a complaint, please contact us with the details and we will address it in the way set out below. The purpose of this procedure is to ensure that you understand how to raise a complaint and when you can expect a response.
How to raise a complaint
If you would like to speak to someone about a complaint, please call us on 020 8672 4455 and you will be passed to the most appropriate member of our team for an initial discussion.
If, for any reason, the most appropriate member of our team is not available, please leave a message and we will call you back as soon as we can, but certainly within two working days.
We may ask you to put your complaint in writing, as this can often make it easier for us to fully understand and investigate the concerns raised. Your written complaint can be shared with the appropriate member of the team to allow them to provide context and a detailed response.
If you write to us (by email at info@recentre-health.co.uk or by letter to 260 Balham High Road, SW17 7AN), please include:
  • A brief background leading up to the complaint
  • Who was involved
  • Precisely what your complaint is
  • What action you would like us to take to resolve it
Investigation process

Upon receiving your complaint, we will acknowledge receipt as soon as we can, but certainly within three working days, and will provide a copy of this procedure.

We will then investigate your complaint. This will normally involve the following:
  • In the case of a complaint relating to an individual practitioner, your complaint may be passed to the practitioner for their response, or the issues raised may be discussed with them. The Clinical Lead or Managing Director will oversee this process and conduct an investigation where necessary.
  • In the case of a complaint relating to the service received from a member of the reception team or another aspect of your experience at reCentre Health, your complaint will be passed to the appropriate member of the management team for response.
Data protection and confidentiality
As part of investigating a complaint, we may need to review relevant information held about you, including clinical records, appointment details and correspondence. We may also need to discuss the complaint with members of our team or other appropriate individuals involved in your care.
We will only access and use information that is relevant to your complaint and will handle your personal data in accordance with applicable data protection legislation.
Information will only be shared where necessary for the purposes of investigating and responding to your complaint, or where we are legally required to do so.
If your complaint includes concerns about how we have handled your personal data, you can contact our Data Protection Officer using the details provided in our Privacy Notice. Further information about how we process your personal data is available in our Privacy Notice.
Timescales

We aim to complete our investigations within two weeks of receiving the complaint.

We may invite you to come and discuss the issue. Our aim is to:
  • Resolve complaints in a fair and appropriate manner and to the satisfaction of all involved
  • Learn from the process
  • Retain our relationship with you
If you complain in writing, you will receive:
  • An acknowledgement within three working days
  • A full response within 14 working days
If, for any reason, we are unable to meet these timescales, we will keep you informed of our progress.
If you remain dissatisfied
We accept that not all complaints result in a satisfactory conclusion. If we are unable to resolve your complaint, we may:
  • Arrange for an appropriate independent reviewer to consider the matter. This may include another appropriately qualified practitioner or a suitable person outside the immediate team.
  • Suggest that you contact the Health and Care Professions Council (HCPC) or other appropriate professional body.