Complaint Procedure

Last updated: 20 October 2026

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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.

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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.

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2. How to Make a Complaint

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

• By email: admin@harleystreet-md.co.uk
• By post: Harley Street Medical Doctors, First Floor, 57A Wimpole Street, London, W1G 8YP, 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.

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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.

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4. How We Handle Complaints

• Acknowledgement - We will acknowledge your complaint in writing within 3 working days of receiving it.
• Investigation - Your complaint will be triaged by our administration team and investigated by Dr Chia Tan, Director, thoroughly and impartially.
• 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.
• Resolution - We will explain our findings, any action taken, and how we will prevent similar issues in the future.

Raising a complaint will never affect the care you receive from us.

As a CQC-registered provider, we follow the statutory duty of candour under Regulation 20 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. Where something goes wrong with your care and causes harm, we will tell you, explain what happened, and apologise.

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5. If You Are Not Satisfied

If you are not satisfied with our response, you can take your concerns further:

Concerns about a doctor's fitness to practise
General Medical Council - https://www.gmc-uk.org

Data protection matters
Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF - https://ico.org.uk

Concerns about the quality or safety of our service
Care Quality Commission - https://www.cqc.org.uk
The CQC uses the information it receives to inform its regulation of providers. It does not investigate individual complaints and cannot award compensation or redress.

You are also free to seek independent legal advice at any stage.

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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.

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7. Continuous Improvement

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