Complaints Policy

Good results and client satisfaction are paramount to our service at the Suffolk Medical Clinic. We operate according to the professional codes of conduct governing medical and nursing practitioners.

If however clients are in any way dissatisfied with any aspect of our service, care or treatment we fully comply with the complaint handling and investigation policy detailed below.

  • In the first instance clients would either verbally or in writing contact one of the partners.
  • All complainants receive a written acknowledgement within two working days of the receipt of their complaint (unless a full reply can be sent within five working days).
  • A full response is made within twenty working days of the receipt of the complaint, or where the investigation is still in progress, a letter explaining the reason for the delay is sent to the complainant and a full response made within five days of the conclusion being reached.
  • The complaints procedure ensures that the complainant receives written confirmation of the stages of the investigation and action taken.
  • The complaints procedure is brought to the attention of all personnel, and they are fully aware of the complaints policy.
  • The complaints procedure is accessible to clients.
  • A register of complaints, including whether or not the complaint was upheld, the results of any investigation, the action taken and the resolution of complaints is maintained.
  • Procedures are in place enabling issues raised in complaints to be learnt from in order to improve practice.

Reviewed 07/06/2022


Complaints Procedure

  • In the first instance clients would either verbally or in writing contact one of the partners. If client is present, endeavour to resolve the problem there and then. If client is absent then contact the client initially by phone asking them to return to the clinic at a mutually agreed time to discuss the complaint and review the treatment given. Keep a log of conversation content and date/time and confirm the appointment in writing.
  • One of the partners to send written acknowledgement within two working days of the receipt of the complaint (unless a full reply can be sent within five working days). Included in this letter is a copy of the complaints policy and procedures.
  • A full response from one of the partners is to be made within twenty working days of the receipt of the complaint. Where the investigation is still in progress, a letter explaining the reason for the delay is to be sent to the complainant and a full response made within five days of the conclusion being reached.
  • Every complainant will receive written confirmation of the stages of the investigation (as detailed above).
  • All personnel are fully aware of the complaints policy and act according to this procedure manual.
  • All complaints, including whether or not the complaint was upheld, the results of any investigation, the action taken and the resolution of complaints are maintained in the register of complaints file.
  • Within the register of complaints file there is a section where procedures are reviewed, enabling issues raised in complaints to be learnt from in order to improve practice.
  • If after following the complaints procedure a client is still unhappy with the outcome, clients can contact external sources available for impartial advocacy and support services such as:
    Healthwatch (https://www.healthwatch.co.uk/your-local-healthwatch/list?title=Healthwatch+Suffolk).
    Action against Medical Accidents (AvMA) (www.avma.org.uk) is an independent charity which can provide specialist advice on clinical complaints involving harm, patient safety investigations, fitness to practise referrals, inquests, private healthcare complaints, and legal action including referral to specialist solicitors where appropriate.
    The Patients Association is a charity for all patients, regardless of health condition. Its helpline offers free and confidential information and signposting about the complaints process, and their website provides information leaflets, including on how to complain. Helpline: 0800 3457115, or This email address is being protected from spambots. You need JavaScript enabled to view it..
    Cosmetic Redress Scheme (www.cosmeticredress.co.uk)  Helpline: 0203 907 1853, or This email address is being protected from spambots. You need JavaScript enabled to view it.

Reviewed 07/06/2022


Complaints Policy in relation to Children 

See complaints policy and procedure documents. This info sheet is primarily written for children in a simplified form. Please note that we only consider children 13 years and older for IPL hair removal and Quantum IPL and Yag Laser, and ear piercings. All other treatments are restricted to adults.

If you have a complaint or comment about our service we would like to hear about it. With your help we will do our best to put it right and improve our service.

  • Please speak to one of the Directors, (Dr O’Neill or Jenny O’Neill) if you have a complaint or feel that you have been subject to bullying or harassment.
  • This also applies if you are a child who would like to make a complaint. We appreciate that it may be difficult but do not be afraid to raise a concern, the adult that is with you can help you if you want.
  • If we cannot sort the problem out straight away, we will tell you what we are going to do about it and how long it is likely to take.
  1. We will write to you within 2 working days, acknowledging your concerns.
  2. We will write again within 20 working days with a full response. If further investigation is required we will tell you in writing, explaining the reason for the delay.
  3. When a conclusion has been reached we will write to you with a full response within 5 working days.

If you are not satisfied with the outcome of your complaint, please see above.

Reviewed 07/06/2022