Complaints procedure

 

If you are unhappy with our facilities or service we want to know about it as soon as possible. We will then investigate the situation so that we can explain, apologise and take positive action where necessary and as swiftly as possible. If you tell us as soon as the problem arises, it can often be sorted out straight away. In many cases, the person looking after you may be able to solve a day-to-day query. Otherwise, the Clinical Lead or other senior member of staff is able to help and is very happy to discuss your complaint in the first instance.

If you are not completely satisfied you can put your comments in writing. We take all comments and complaints seriously.

We always:

  • handle complaints in complete confidence 

  • investigate impartially 

  • offer a clear and complete explanation

Please complete the Complaints form (below), return it to The Menopause Consultancy for the attention of the clinic Manager, and include the following details to help us deal with your complaint:

  1. the date on which you had reason to complain 

  2. names of the consultant(s), or other staff who were caring for you, if known 

  3. the type of treatment you received 

  4. details of your complaint 

  5. any further comments that you want to bring to our attention


Period within which complaints can be made:

The period for making a complaint is normally:
(a) 12 months from the date on which the event which is the subject of the complaint occurred; 
or
(b) 12 months from the date on which the event, which is the subject of the complaint, comes to the complainant's notice.

Complaints should normally be resolved within 6 months. 

The Menopause Consultancy standard will be 10 working days for a response. Acknowledgements will be sent within three working days of receiving the complaint. We will then reply in full as promptly as we can - usually within 10 working days.

If the investigation is still going on after 10 days we will write to explain the delay. In very complex cases, which may take more time, we will send you regular progress reports. We may suggest meeting you to talk through your issues and attempt to resolve them.

If you wish to make a complaint, please complete a Complaints Form.