Complaints Procedure

Our Commitment

At STI Clinic London, we are committed to:

• Treating all complaints seriously and confidentially
• Responding promptly and professionally
• Investigating concerns thoroughly and fairly
• Learning from feedback to improve our services
• Keeping you informed throughout the process

How to Raise a Concern

Step 1: Informal Resolution

Many concerns can be resolved quickly and informally. If you have an issue during your visit, please speak to a member of staff or ask to speak with the clinic manager. We will try to address your concern immediately.

Step 2: Formal Complaint

If your concern cannot be resolved informally, or if you prefer to make a formal complaint, you can do so by:

What to Include in Your Complaint

To help us investigate your complaint effectively, please include:

• Your full name and contact details
• Date(s) of the incident(s)
• A clear description of what happened
• Names of any staff involved (if known)
• How the issue has affected you
• What outcome you are seeking
• Any supporting documentation

Our Response Process

Complex complaints: Some complaints may require more time to investigate thoroughly. If this is the case, we will keep you informed of progress and provide an expected timeframe.

Complaining on Behalf of Someone Else

Due to patient confidentiality, if you wish to make a complaint on behalf of another person, we will need written consent from that person before we can discuss their care with you. This protects everyone's privacy and ensures we comply with data protection regulations.

If You're Not Satisfied

If you are not satisfied with our response to your complaint, you have several options:

Internal Review

You can request that your complaint be reviewed by a senior member of our team. Please write to us within 20 working days of receiving our response, explaining why you remain dissatisfied.

External Bodies

You can also contact the following external organisations:

Time Limits

We encourage you to raise concerns as soon as possible while events are fresh in your mind. Ideally, complaints should be made within:

• 12 months of the incident, or
• 12 months of when you became aware of the matter

We may still consider complaints outside this timeframe at our discretion, particularly if there are good reasons for the delay.

Confidentiality

All complaints are handled in strict confidence. Information is only shared with those who need to be involved in the investigation. Making a complaint will not affect the care you receive from us in any way.

Learning from Complaints

We value complaints as an opportunity to improve our services. All complaints are reviewed to identify patterns and areas for improvement. Significant findings may result in:

• Changes to policies and procedures
• Additional staff training
• Service improvements
• Updated patient information

Feedback and Compliments

We also welcome positive feedback! If you have had a good experience at our clinic, please let us know. You can:

• Leave a review on Google
• Email us at feedback@sticlinic.co.uk
• Speak to a member of staff

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