Complaints

We aim to give every patient a high standard of care. If something has not met that standard, we want to hear about it, and we will take your concern seriously.

Raising a concern

If you are unhappy with any part of your care or experience, please tell us as soon as you can. Often the quickest resolution is to speak to the practitioner who saw you, or to ask to speak to the clinic manager, on the day.

If you would prefer to put your concern in writing, you can email us at complaints@clearearclinic.com or write to:

The Clinic Director
Clear Ear Clinic
Flat 3, Lister House
11-12 Wimpole Street
London W1G 9ST

How we will respond

We will acknowledge your complaint promptly, normally the same day, and let you know who is dealing with it.

We will give you a full written response from a director, normally within 20 working days. If your complaint is complex and we need longer, we will write to tell you why and give you a revised date, up to a maximum of 40 working days.

After our final response, you have 20 working days to tell us if you remain dissatisfied. If we do not hear from you within that window, the director will send a closure letter and treat the complaint as resolved.

If you are still not satisfied

If we cannot resolve your complaint between us, you can ask for it to be considered independently through mediation. The full procedure, including how to escalate to independent mediation, is set out in our complaints policy, which we will provide on request.

Care Quality Commission

You can also contact the Care Quality Commission, the regulator of health and social care in England, at any time. The CQC cannot investigate individual complaints, but it uses the information to inform its regulation of services.

Care Quality Commission, telephone 03000 616161, www.cqc.org.uk