Feedback & Complaints

Complaints Handling Policy

We are committed to providing a high-quality service to all our patients and clients and when something goes wrong, we want to know about it and we would be grateful if you would tell us to help us 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 reason we have this procedure is so that you know how and when we will respond to you.

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 to us as this can often make it easier to address with another member of the team, as the letter can be passed to them to give context and detail. If you write (by email [email protected] or 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

Upon receiving this we will acknowledge receipt as soon as we can but certainly within three working days, enclosing a copy of this procedure. We will then investigate your complaint which 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 in your complaint discussed with them. The Clinical Lead or Managing Director will oversee this process and conduct an investigation if necessary.

In the case of a complaint relating to service received from a member of the reception team or some other aspect of your experience at reCentre Health, your complaint will be passed to the appropriate member of the management team for response.

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 being to:

  • Resolve all complaints in a fashion that is amicable and to the satisfaction of all.
  • 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 aren’t able to meet these timescales, we will keep you informed of our progress.

We accept that not all complaints result in a satisfactory conclusion and if we are unable to achieve this we may:

  • Arrange for an independent person within the practice or an appropriate alternative such as another appropriately qualified practitioner to review the matter.
  • Suggest that you contact the Health Care Professions Council (HCPC) or other appropriate professional body.
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