Complaints Procedure

Full Complaints Overview

At New You Harley Street, we take pride in delivering exceptional professional customer service and providing the highest level of care to all our patients. Our team consists of expert surgeons, doctors, nurses, and patient advisors, making us leaders in cosmetic surgery. Our primary focus has always been centered on your well-being, ensuring that all our patients are treated with utmost care, compassion, and respect. However, there may be instances when the service you receive falls short of the high standards we aim to uphold.

In such situations, the most efficient way to address any concerns is by promptly informing the Clinic Manager or a member of the clinic team immediately after receiving the service or treatment. They will attentively listen to your concerns and strive to resolve your complaint efficiently and effectively. If you require assistance in making your complaint, we will gladly provide help and support throughout the process.

It is advisable to lodge your complaint as soon as possible while the details are fresh in your memory, facilitating easier investigation of the facts. Ideally, complaints should be made within six months of the incident in question. However, New You Harley Street may consider investigating complaints reported after this timeframe if there is a realistic opportunity to conduct a fair and effective investigation, provided you have a valid reason for the delay.

Upon receiving your complaint, we will make every effort to resolve it promptly. If immediate resolution is not possible, the Clinic Manager will investigate the matter, and you will receive an acknowledgment of your complaint within 3 working days via email, letter, or telephone.

The Clinic Manager will then provide a written response within 20 working days from the acknowledgment of your complaint. In complex cases, the investigation may take longer, but we will keep you informed of the progress.

Complaints will be investigated by either the Clinic Manager or the Assistant Clinic Manager. In some instances, you may be required to attend the clinic for an assessment with a nurse or doctor. Following the assessment, you will receive the outcome of your complaint within 20 working days via letter or email.

If you are dissatisfied with the response provided by the Clinic Manager, you can escalate your complaint to our Senior Management Team in accordance with stage two of our complaints policy. A member of the Senior Management Team will acknowledge your complaint and conduct a thorough investigation. Within 20 working days, you will receive a comprehensive response. If the investigation takes longer, you will be updated every 20 working days.

Complaints – what you need to provide

Provide as much information as possible to allow New You Harley Street to investigate your complaint. Include the following:

• your name and a valid email or home address for reply
• a phone number in case we need to contact you for additional information
• the name, location, and postal address (if you know it) of the service you want to complain about
• if your complaint is about healthcare in prison, the name of the prison
• a clear description of what you want to complain about and when this happened
• any relevant correspondence.

Consent

If you are complaining on behalf of someone else, we will need their consent to proceed with the complaint. We will contact you about this.

What happens next?

New You Harley Street will acknowledge all complaints no later than the third working day after the day the complaint is received.

Investigating the complaint

The complaint will be investigated and you will receive a written response. If we are able to learn and improve as a result of your complaint we will tell you about this in the written response.

How long will it take?

This will depend on what your complaint is about and how complex it is. Communication with you is important and we will keep you updated throughout the process.

Contacting us about an existing complaint

If you need to contact us about an existing complaint, please email where possible. You can find the email address in the letter we sent to you to acknowledge your complaint. You will also find a number you can call us on, included in this letter.

Other Issues - Data

We are also registered with UK supervisory authority for data protection issues (www.ico.org.uk) Registration reference: ZB560372. You have the right to make a complaint at any time to them (www.ico.org.uk/make-a-complaint/) however we would appreciate the chance to deal with your concerns first.