Complaints Policy.
If something hasn't gone right, we want to know. A complaint is an opportunity to put things right, learn, and improve. Here's how it works, who you'll deal with, and how to escalate if you're not satisfied.
Our commitment
At My Health and Wellbeing Clinic, we are committed to providing safe, effective, and compassionate care. However, we recognise that there may be occasions where our service does not meet your expectations. When this happens, we encourage patients to let us know so that we can address concerns, learn from them, and improve our services.
We welcome complaints, concerns, suggestions, and compliments. A complaint is seen as an opportunity to put things right and improve the patient experience. We aim to deal with all complaints in an open, honest, and transparent manner in line with our Duty of Candour obligations.
Who can complain
A complaint can be made by:
- A patient
- A relative, carer, or representative with the patient's consent
- Someone acting in the patient's best interests
Anonymous complaints are also accepted and will be investigated where possible.
How to make a complaint
Patients can make a complaint in a number of ways:
- Speaking to a member of staff in person at our clinic
- By telephone on 020 7916 0029
- By email to info@mhwclinic.co.uk
- In writing to My Health and Wellbeing Clinic, 97–99 Whitechapel Road, London E1 1DT
We aim to make the complaints process simple, clear, and accessible. Staff are trained to explain the process and support patients in raising concerns.
If your complaint is urgent or relates to safety
If your complaint involves a concern about patient safety or potential harm, please tell us immediately by phone on 020 7916 0029. We will treat it as a priority and follow our safeguarding procedures, which may include notifying relevant authorities where required.
How long it takes
Where possible, we aim to resolve concerns within 24 hours. If this is not possible, the complaint will be handled through our formal complaints procedure.
All complaints will be acknowledged within 3 working days. The acknowledgement will confirm our understanding of the complaint, explain how it will be investigated, identify who will be responsible for the investigation, and provide a timeframe for response. Patients may also be offered the opportunity to discuss their concerns further.
A full and fair investigation will then be carried out. This may involve reviewing medical records, speaking with staff involved, gathering relevant evidence, and clarifying the patient's expectations. We aim to complete investigations within 28 days. If more time is required, the patient will be informed and kept updated.
The investigation outcome
Once the investigation is complete, a formal response will be provided. This will include:
- A summary of the complaint
- The findings of the investigation
- A clear outcome stating whether the complaint is upheld, partially upheld, or not upheld
- Any actions taken, lessons learned, and improvements made
- An apology, where appropriate
- Information about further steps if the patient is not satisfied with the outcome
A complaint will be considered closed once the patient confirms they are satisfied with the response or when all reasonable steps have been completed.
Who handles complaints
The clinic directors, Dr Haydar Bolat and Dr Fahim Chowdhury, are responsible for managing and investigating complaints, ensuring compliance with regulations, and using feedback to improve services. All staff are trained to handle complaints sensitively and appropriately and to escalate concerns when required.
Our practice manager, Ayla Mustafa, supports the complaints process and can be a point of contact for procedural questions.
Equality, confidentiality and support
All complaints are handled fairly and without discrimination in line with the Equality Act 2010. Patients will not be treated differently because they have made a complaint. We ensure that all individuals are treated with dignity, respect, and compassion.
Confidentiality is maintained at all times. Complaints are managed in accordance with the Data Protection Act 2018 and UK GDPR. Information is stored securely and only accessed by authorised staff for the purpose of managing the complaint and improving services.
We recognise that some patients may require additional support when making a complaint. Information can be provided in alternative formats such as large print, different languages, or with verbal explanation. Patients are encouraged to inform us if they require any assistance.
Records and learning
A record of all complaints is maintained. This includes details of the complaint, how it was investigated, the outcome, and any actions taken. These records are used to identify trends, improve service quality, and support staff training. Complaints are regularly reviewed as part of our continuous improvement process.
If you're not satisfied — how to escalate
If a patient is not satisfied with the outcome of their complaint, they have the right to escalate the matter externally.
Independent Sector Complaints Adjudication Service (ISCAS)
ISCAS provides independent review of complaints against private healthcare providers.
- Email: info@iscas.org.uk
- Phone: 020 7536 6091
Care Quality Commission (CQC)
For concerns about the quality and safety of care provided.
- Website: cqc.org.uk
- Phone: 03000 616161
Parliamentary and Health Service Ombudsman (PHSO)
For NHS-funded care only.
- Website: ombudsman.org.uk
- Phone: 0345 015 4033
Information Commissioner's Office (ICO)
For complaints about how your personal data has been handled.
- Website: ico.org.uk
- Phone: 0303 123 1113
Vexatious complaints
In rare cases, a complaint may be considered unreasonable or vexatious due to repetitive or disruptive behaviour. However, all complaints will still be considered fairly and reasonable adjustments will be made where appropriate.
Compliments and suggestions
We also welcome suggestions and compliments. Suggestions help us improve our services, while compliments help us recognise and promote good practice. You can share these by emailing info@mhwclinic.co.uk.
Your rights as a patient
Patients have the right to:
- Make a complaint without fear of detriment to their care
- Be listened to and treated with respect
- Receive a timely and fair response
- Escalate their complaint to an independent body if they remain dissatisfied
At My Health and Wellbeing Clinic, we are committed to listening to our patients, acting on feedback, and continuously improving the quality of care we provide.