Complaints Procedure

1. Commitment

Alan James Clinics aims to provide safe, professional and courteous care.

If something falls below expectations, we welcome feedback and complaints so that concerns can be reviewed and services improved.

2. How to Make a Complaint

Patients may make a complaint by contacting the clinic using the published contact details on the website.

Complaints may be made by the patient or, where appropriate and with suitable authority, by a representative acting on their behalf.

3. What to Include

Where possible, please include:

• Your name;
• Contact details;
• Date and time of the relevant appointment or event;
• A summary of the concern;
• Names of people involved, if known; and
• Your preferred outcome, if you have one.

4. What Happens Next

We aim to acknowledge complaints promptly, investigate fairly and provide a clear response.

The response may include an explanation, apology where appropriate, actions taken and any learning identified.

5. Confidentiality

Complaints will be handled sensitively and confidentially, with information shared only where necessary to investigate and respond appropriately.

6. Learning and Improvement

Complaints are reviewed as part of clinical governance and service improvement.

7. Related Internal Policy

This website complaints procedure is supported by Alan James Clinics’ full internal complaints policy and governance procedures. The full internal policy may be available on request where appropriate.