Supporting patients from the UK, US, Australia and many other countries
Contact

Complaints Policy

1. Introduction
Clear Surgery is committed to providing a high standard of service and ensuring patient satisfaction. We take all complaints seriously and aim to resolve them in a fair, transparent, and timely manner. This policy outlines the procedure for raising concerns and how they will be addressed.

2. How to Make a Complaint
If you have a complaint regarding any aspect of our service, you can contact us via:

  • Email: [email protected]
  • Subject Line: Please include “Complaint – [Your Name]” in the subject line for faster processing.

When submitting a complaint, please provide:

  • Your full name and contact details.
  • A clear description of the issue, including dates, locations, and any relevant details.
  • Any supporting documents, such as emails or receipts.

3. Complaint Handling Process
Upon receiving your complaint:

  • You will receive an acknowledgment within 3 working days.
  • We will investigate your complaint thoroughly, which may involve reviewing records and speaking with relevant parties.
  • A response will be provided within 14 working days. If further investigation is required, we will inform you of the extended timeline.
  • If your complaint relates to a medical issue, we will pass it on to the relevant surgeon or medical provider for review. Clear Surgery is not a medical provider and cannot offer medical resolutions.

4. Resolution & Outcomes
After investigation, we will:

  • Provide a formal response outlining our findings.
  • Offer solutions where applicable.
  • If your complaint is about a third-party provider (e.g., hospital or surgeon), we will facilitate communication but cannot guarantee a specific outcome.

5. Escalation
If you are not satisfied with the response:

  • You may request further review by emailing [email protected].
  • In cases where disputes cannot be resolved, we recommend seeking independent legal advice or contacting the relevant regulatory body.

6. Confidentiality & Data Protection
All complaints will be handled confidentially and in compliance with GDPR regulations. Your personal data will only be used for resolving the complaint and will not be shared unnecessarily.

7. Policy Review
Clear Surgery reserves the right to update this Complaints Policy as necessary. The latest version will always be available on our website.

For any further inquiries, please contact us at [email protected].

× Speak to someone now