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Complaints Policy

If you are unhappy with our service please use the form linked below to register your complaint, giving as much detail as possible to aid us in our investigation.

Once submitted, the form goes direct to the Governance team who will deal with the information in accordance with our complaints procedure.

Tel: 0121 392 2470

E-Mail: patientcare@clarewellclinics.co.uk

Address: 40 Hylton Street, Birmingham, B18 6HN

5 + 5 =

We want to ensure you receive a reliable, safe and consistent service from Clarewell Clinics and Clarewell Clinics Pharamcy. So, if you have any concerns at all, we’d love to hear about them. When you raise a concern, it allows us to improve and make sure we’re giving you the best service possible.

How to raise a concern

To raise a concern, please contact a member of our reception and we will try to resolve the issue as quickly as possible. You can reach us via:

Phone: 0121 392 2470 (Monday to Friday 9 am to 6 pm)

Email: legal@clarewellclinics.co.uk

If we’re unable to resolve your concern, or you’re unhappy with our response, we can register your concern as a complaint.

How to make a complaint

To make an official complaint you should contact the Complaints Manager team. You can do this in any of the following ways:

Phone: 0121 392 2470 (Monday to Friday 9 am to 6 pm)

Email: legal@clarewellclinics.co.uk

Post: Complaints Manager, Clarewell Clinics Pharmacy, 40 Hylton Street, Jewellery Quarter, Birmingham, B18 6HN

We take complaints very seriously, and aim to deal with issues promptly and in a caring and sensitive way. If we make a mistake, we learn from it and make sure it will not happen again.

You will not be treated any differently as a result of making a complaint, and all records of complaints are kept confidentially and separately from your treatment file. 

In your complaint, you should include how you’d like us to respond to you. We can send you a text message, communication to email address, a letter to your home, call you, or discuss your complaint face to face.

We do everything possible to address any complaints we receive, but it can be more difficult for us to resolve issues raised more than 6 months after the problem occurred. 

What to expect from us

We’ll let you know we’ve received your complaint within 3 working days. Your complaint will investigated by our Complaints Manager. 

Once the investigation is complete the Complaints manager will send you a full response within 30 working days. If your case requires more time, they will update you on the investigation’s progress and propose a new deadline for their response. 

If you’re unhappy with the investigation and/or response, let the Complaints Manager dealing with your complaint know and it will be passed to a member of the senior management team. You’re welcome to do this at any time, but we cannot guarantee that we’ll be able to resolve the complaint if it’s more than 6 months after your initial response from us. 

Once the senior management team member has been given your complaint, they’ll let you know they’ve received it within 3 working days, and send an official response within 30 working days. You’ll receive a full response or an update on the investigation’s progress with a new proposed deadline of response.

Complaining on behalf of someone else

In order to complain on behalf of someone else, you’ll need the patient’s written consent. This is because all of our patients’ medical records are entirely confidential. 

The patient will need to send a signed letter (via post or as a scanned document attached to an email) that confirms their consent for the complaint to be investigated. We’ll match the signature on the letter to that on the copy of the patient’s ID held by us.

Taking your complaint further

If you still feel that we’ve been unable to resolve your complaint then we’ll invite you to contact the Independent Sector Complaints Adjudication Service (ISCAS). You can contact them in the following ways:

Phone: 020 7536 6091

Email: info@iscas.org.uk

Post: ISCAS, 100 St Paul’s Churchyard, London, EC4M 8BU

Clarewell Clinics Pharmacy will ensure that all documentation is made available to ISCAS once we have your permission to do so.