BOOK AN APPOINTMENT Complaints Procedure Policy | Freedom Clinics

At Freedom Clinics we aim to provide, accessible, informative and professional healthcare and we always want our patients to feel happy, comfortable, supported and well cared for. However, we do recognise that, sometimes patients or relatives may have concerns or a complaint which need to be addressed.  

Steps to be taken in the event of a complaint 

  • We encourage you to immediately inform the member of staff involved in the incident/ complaint to try and resolve the matter to your satisfaction. 
  • If you feel unable to address it with the member involved or this doesn’t resolve the matter to your satisfaction, please ask to speak to the clinic registered/practice manager, either face to face or by telephone.  
  • If the manager is not available, please email canarywharf@freedomclinics.com 
  • We will endeavour to acknowledge the complaint within 3 working days of receipt of your complaint and the outcome investigated within 10 business days.  
  • Any complaints and concerns are dealt with in a professional manner. Without prejudice and with the strictest confidence. 
  • If you so wish, a meeting can be arranged between the management and yourself, the patient. Relatives are welcome to escort you. We aim to resolve the problem accordingly. 
  • If you do not wish to be in attendance, an independent nominated person may be present. 
  • A report will be filed to conclude details of the meeting and the relevant actions to need to be taken.  

All complaints and outcomes shall be filed for auditing purposes and for reporting to the Care Quality Commission. 

If the patient or relative feels that the company’s procedure has failed in addressing their complaint, they can contact: 

Care Quality Commission
City Gate
Gallowgate
Newcastle upon Tyne
NEI 4PA
TEL – 03000616161 

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