Complaints Policy

At The Florence Clinic, we are committed to providing high-quality services that meet your needs. We value all feedback, including complaints, as it helps us improve our services and deliver the best possible care. Our internal complaints procedure ensures that we handle every complaint thoroughly and in a timely manner.

Our Complaints Process

We follow a 4-step process to resolve complaints, this allows us to handle complaints efficiently and effectively. Here’s how we manage complaints:

  1. Acknowledge: Upon receiving a complaint, we commit to acknowledging it within 24-72 business hours, depending on its nature. We’ll confirm that a relevant manager has received the complaint within this time and provide contact details for the staff member handling your case.
  2. Investigate: We conduct a thorough investigation to understand the events surrounding the complaint. The time required for this investigation will vary based on the complexity of the case. However, we aim to keep you informed with regular updates throughout the process. We may request additional information if needed.
  3. Respond: Once the investigation is complete, we’ll provide a written response, detailing the actions taken to resolve your concern. This will include any changes or improvements we’ve made as a result of your feedback.
  4. Follow-up & Learn: After resolving your complaint, we will review the incident internally to ensure we learn from it and improve our processes to prevent similar issues from occurring in the future.

Complaints Involving Patient Safety or Safeguarding

Complaints related to patient safety or safeguarding are taken very seriously. In such cases, our safeguarding lead is immediately informed, and urgent actions are taken as necessary to protect all involved.

Escalating Your Complaint

If you’re not satisfied with our initial response, you may request an internal review by a member of our Senior Leadership Team, who was not involved in the original investigation. To initiate this, you’ll need to provide a detailed explanation of why you were unsatisfied within 3 months of receiving our response. If you are still unhappy after the internal review, we are a member of the Centre for Effective Dispute Resolution (CEDR), and we can refer your case for independent mediation.

Making a Complaint

To make a formal complaint, please contact us via:

  • Email: [email protected] (please include "Formal Complaint" in the subject line)
  • Post: Office 2 and 3, 2nd floor, 761 Wilmslow Road, Manchester, M20 6RN

When submitting a complaint, please provide as much detail as possible, including:

  • Your full name, email, and postcode
  • Order number (if applicable)
  • A clear description of your complaint
  • Any relevant correspondence or supporting documents

Complaints on Behalf of Someone Else

If you are raising a complaint on behalf of someone else, we will require written consent from the patient. This can be submitted as a signed letter via post or as a scanned document via email.

Taking Your Complaint Further

If you feel we have not resolved your complaint, you may contact the Independent Sector Complaints Adjudication Service (ISCAS) for further review. ISCAS can be reached by:

  • Phone: 020 7536 6091
  • Email: [email protected]
  • Post: ISCAS, 100 St Paul’s Churchyard, London, EC4M 8BU

We are dedicated to resolving all concerns promptly and respectfully. Your feedback helps us continue to provide a reliable, safe, and consistent service.