How to Raise a Complaint

At Northway Clinic, our doctors and clinical staff are dedicated to providing high-quality healthcare and ensuring that you receive prompt, fair, and appropriate treatment.

If you are dissatisfied with any aspect of your care, treatment, or services, you are encouraged to share your feedback, make a suggestion, or submit a complaint so we can continue to improve our services.

How You Can Share Your Feedback

You can share your thoughts, suggestions, or concerns in the following ways:

Complete a Patient Satisfaction Questionnaire. Within two weeks of receiving our services, you will receive a Patient Satisfaction Questionnaire by email. Every response is reviewed carefully, and appropriate action is taken when necessary.

Speak to a Member of Staff. The quickest way to resolve a concern is often to discuss it directly with the staff member involved or with a member of the relevant department. They will make every effort to address the issue promptly.

Send Us a Written Complaint. If you prefer to write to us, you can do so by email or post:

Email: manager@northwayclinic.co.uk

Post: Northway Clinic, 13 Minnie Baldock Street, London E16 1YE

Please note that the period for making a complaint is 6 months from the date on which the event occurred.

Our Complaints Procedure

Stage 1 – First Review

Once we receive your written complaint, our Managing Director will acknowledge it within 3 working days. You’ll receive a full response within 20 working days.

If we need more time to investigate, we’ll keep you updated and let you know when you can expect a full reply.

Stage 2 – Further Review

If you are not satisfied with the initial response, please let us know in writing and specify the reasons. Your appeal will be reviewed by the Company’s CEO, who will either propose an alternative resolution or uphold the initial decision.

Please send your appeal to: manager@northwayclinic.co.uk

You will receive a full response within 20 working days of receipt. If more time is needed, you will receive an update every 20 working days until the matter is resolved.

Stage 3 – Independent Review

If you remain dissatisfied with the clinic’s final response, you may refer your complaint to the Independent Sector Complaints Adjudication Service (ISCAS). ISCAS provides an independent review of how we handled your complaint, but does not offer compensation or refunds.

For more information, please visit: https://iscas.cedr.com/

Email: info@iscas.org.uk

Telephone: 020 7536 6091