Complaints Procedure

Medically Reviewed April 2023, by Claire Clarke - Head of Surgical Services for The Harley Medical Group

At The Harley Medical Group we pride ourselves in delivering outstanding professional customer service and the highest level of care to all of our patients. We are leaders in cosmetic surgery with a team of expert surgeons, doctors, nurses and patient advisors. At The Harley Medical Group our priority has always been care centred on you. We aim to treat all of our patients with the utmost care, compassion and respect. However, there may be times when the service that you have received does not meet the high standards that we aim to deliver.

Should this happen, the most effective way to resolve any concern is by letting the Clinic Manager or a member of the clinic team know immediately after the service or treatment that you have received. They will listen to your concern and aim to resolve your complaint efficiently and effectively. If you require assistance with making your complaint we will be pleased to help and support you through the process.

It is best to make your complaint as soon as possible, as memories will be fresher and it will be easier to investigate the facts. You should normally make your complaint within six months of the incident you are concerned about. The Harley Medical Group may be willing to investigate complaints after this time where there is a realistic opportunity of conducting a fair and effective investigation and if you have a good reason as to why you could not act sooner.

We will always aim to resolve your complaint as soon as we receive it however where this is not possible the complaint will be investigated by the Clinic Manager and you will receive an acknowledgment of your complaint within 3 working days. This may be by email, letter or telephone.

The Clinic Manager will provide you with a written response within 20 working days from the acknowledgment of your complaint however if the complaint is of a complicated nature it may take longer to investigate in which case you will be kept informed.

Complaints will be investigated by the Clinic Manager or the Assistant Clinic Manager.

You may be asked to attend the clinic for an assessment with a nurse or a Doctor. Once this has taken place you will receive an outcome of your complaint within 20 working days by letter or email.

If you are not happy with the response that you have received from the Clinic Manager your complaint may be escalated to our Senior Management Team as per stage two of our complaints policy. Your complaint will be acknowledged by a member of the Senior Management Team and a full response will be provided following an investigation within 20 working days should the investigation take longer than this the complainant will be updated every 20 working days.

Should you remain unhappy with our final response or investigation you may be able to refer your complaint to the Independent Sector Complaints Adjudication Service at www.iscas.org.uk. You must do this within six months of the date of the final response.