Complaint Procedure

Last updated: 8 August 2025

‍

At Harley Street Medical Doctors, we are committed to providing the highest standard of care and service. We take all feedback seriously and use it to improve our services. This procedure explains how you can raise a complaint, how we will respond, and what steps we take to resolve the matter.

‍

1. Purpose of This Procedure

This procedure ensures that:

• All complaints are handled fairly, consistently, and promptly.
• Patients and service users know how to raise concerns.
• We learn from complaints to improve our services.

‍

2. How to Make a Complaint

You can make a complaint in any of the following ways:

• By email: drtan@harleystreet-md.co.uk
• By post:
  Harley Street Medical Doctors
  Ground Floor, 90 Harley St, Marylebone
  London, W1G 7HS
  United Kingdom
• By phone: 020 8127 8840

Please include:

• Your full name and contact details.
• A clear description of your complaint.
• Any relevant dates, times, and names of staff involved.
• Any supporting documents or evidence.

‍

3. Timeframe for Making a Complaint

Complaints should be made as soon as possible, ideally within 6 months of the incident or of becoming aware of the issue.

‍

4. How We Handle Complaints

1. Acknowledgement – We will acknowledge your complaint in writing within 3 working days of receiving it.
2. Investigation – A senior member of staff will investigate your complaint thoroughly and impartially.
3. Response – We aim to provide a full written response within 20 working days. If we need more time, we will inform you and explain why.
4. Resolution – We will explain our findings, any action taken, and how we will prevent similar issues in the future.

‍

5. If You Are Not Satisfied

If you are not satisfied with our response, you can escalate your complaint to the relevant regulatory body:

Information Commissioner’s Office (for data-related matters)
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Website: https://ico.org.uk

Care Quality Commission (for care/service-related matters)
Website: https://www.cqc.org.uk

‍

6. Confidentiality

All complaints will be handled confidentially. Your personal information will be processed in accordance with our Privacy Policy and UK data protection laws.

‍

7. Continuous Improvement

We record and review all complaints to identify trends, improve processes, and ensure the highest quality of care.