Patient Complaints Procedure

It is our aim to always have satisfied patients, to meet your expectations of care and service and to resolve any complaints as efficiently, effectively and politely as possible. We take complaints very seriously, investigate them in a full and fair way and take great care to protect your confidentiality. We learn from complaints to improve our care and service. We will never discriminate against patients who have made a complaint and we will be happy to answer any questions you may have about this procedure.

If you are not entirely satisfied with any aspect of our care or service, please let us know as soon as possible to allow us to address your concerns promptly. We accept complaints made verbally as well as written complaints. If you do not feel you can raise a complaint about your hair treatment service directly with us, you can address your complaint directly to the V section of this document

Dr Maziar Sadri is the Complaints Manager and will be your personal contact to assist you with any complaints.

How to reach us

You can send your complaints to Aprirose House 48A High Street Edgware London HA8 7EQ or call us on 02034113112 or email the Complaints Manager at info@lhtc.uk.

If the Complaints Manager is unavailable, we will take brief details about the complaint and will arrange for a meeting when it is suitable for you and the practice. We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible to those who need to know about your complaint. If the complaint investigation takes longer than anticipated, the Complaints Manager will contact you at least every ten working days to keep you informed of the reason for any delays, the progress of the investigation and the proposed date it will be completed.

When the investigation has been completed, you will be informed of its outcome in writing. We will make our response clear, addressing each of your concerns as best as we can. You will also be invited to a meeting to discuss the results and any practical solutions that we can offer to you. These solutions could include replacing treatment, refunding fees paid, referring you for specialist treatments or other solutions that meet your needs and resolve the complaint.

We regularly analyse patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions and complaints. If you are dissatisfied with our response to a complaint you can take the matter further, please see the contacts below.

If you are dissatisfied with our response to a complaint you can contact the Local Government and Social Care Ombudsman. within 12 months of the treatment or within 12 months of becoming aware of the issue. Please see the contact details below.

How to reach us

If you have a complaint against a cosmetic surgeon that you would like investigated, you can write to:
The Healthcare Commission, Finsbury Tower, 103-105 Bunhill Row, London, EC1Y 8TG or call 0845 6013012

Please use this section to complete the complaints procedure above and then delete this section.

In England = NHS England at england.contactus@nhs.net with ‘For the attention of the complaints team in the subject line

In England = We aim to resolve verbal complaints within 24 hours where possible, but if you complain in writing the Complaints Manager will send an acknowledgement letter within 3 working days and will aim to provide a full response in writing as soon as practical

In England = the Parliamentary Health Ombudsman (England): by calling 0345 015 4033 or visiting www.ombudsman.org.uk

If the complainant is dissatisfied with the decision of the Registered Manager, they will be offered the opportunity to refer the matter to IDF. IDF may be contacted by any of the following means:

Independent Doctors Federation
Lettsom House
11 Chandos Street

Telephone: 0207 536 6091

  1. IDF independent external adjudication process is available for use by complainants who are dissatisfied with the results of an independent hospital’s internal investigation. This process is only available once the internal process has been exhausted.
  2. The complainant must register their request for Independent External Review in writing to IDF within 6 months of the complainant’s receipt of the final outcome of the Stage 2 – Internal Appeal. IDF will provide a written acknowledgment to complainants of their request for independent external adjudication within 2 working days of receipt of the request and provide further details of their adjudication process to the complainant.
  3. The complainant can expect an independent external adjudicator to review the case and provide a full adjudication decision within 20 working days or send a letter explaining the reason for the delay to the complainant, at a minimum, every 20 working days.
  4. The adjudicator’s decision is final and binding but does not affect a complainant’s right to take legal action.

Full complaint policy

The full complaint policy

can be downloaded by clicking here